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Finance & Accounting
OPE001TL Requisition #
Who are we?
Elsevier is a global information analytics business that helps institutions and professionals advance healthcare, open science and improve performance for the benefit of humanity. Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support and professional education, including ScienceDirectScopus,SciValClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancet and Cell, 38,000 e-book titles and many iconic reference works, including Gray’s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries. www.elsevier.com.
Job Title:
OR&F Associate

Purpose of the job:
To work as an integral part of the Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.
The OR&F Associate is responsible for:
·         Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print products
·         Collaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements.
·         Timely execution of requirements towards Orders, Renewals and Fulfillment.

Key Result Areas

Main Activities and Responsibilities

Order & Fulfilment Centric

• Maintain Customer experience at all times
• Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality.
• Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines.
• Adhering to Business/Process requirements as per SOP/Training Module.
• Develop in-depth knowledge of their process/business
• Complete RCA(Root Cause Analysis)for any escalations received for the team with appropriate CAPAs
• Understand and have end to end process knowledge for the process
• Ensure all assigned application UATs are completed within schedule
• Ensure Quality Audited whenever required for the team
• Be the key resource and support for the Account Manager in the sales process
• Assist the sales person in preparing trials, agreements and liaise with Fulfilment to ensure the timely entitlement of the service; create proposals
• Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy

Team Work

• Plan and work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Provide flexible support for team members and other teams. Demonstrate a positive and flexible approach to changing business priorities.
• Develop a network necessary to knowledgeably respond to customer enquiries, requests and claims etc.,

Process Improvement

• Identify and escalate recurring or consistent problems with system functionality and process.
• Contribute ideas to the improvement of Process.
• Is able to effectively identify and analyse problems and propose solutions.

Personal Development

• Actively seek opportunities for personal development including progression across the wider department.
• Be open in communication and react constructively to feedback to improve your performance

 Key Competencies:



Level Description

Displays High Integrity and Honesty

Level 2

Always follows rules and does what is expected.
Does what s/he says s/he will do.
Remembers commitments and promises.
Is honest and ethical in decision making.
Is trusted by others to do the right thing.
Is fair and honest in how s/he treats others.

Communicates powerfully and prolifically

Level 2

Provides clear instructions and direction to others.
Is able to both actively listen to and effectively question to understand another’s viewpoint.
Helps others understand situations by communicating business context.

Practices Self Development

Level 2

Continually develops depth and breadth in key competencies.
Actively seeks feedback from others.
Takes concrete actions relating to feedback to improve performance.
Understands own strengths and weaknesses and looks for opportunities to build on both.

Technical and Professional Expertise

Level 1

Develops and demonstrates core technical and professional skills required for own discipline.
Develops and applies  understanding of business   context (including products, processes, culture & values).
Develops and applies   knowledge of the markets in which function operates.

Solves Problems and Analyzes Issues

Level 1

Is able to understand, analyze and resolve core issues within own role.
Works with others on solving complex problems and  issues.

Drives for results

Level 2

Builds commitment in others for their individual and team objectives.
Communicates expectations clearly.
Promotes a strong sense of urgency for reaching goals.
Follows through on commitments to ensure they are successfully completed and goal are achieved.
Follows through on commitments to ensure goal achievement.

Functional and Technical competencies:
Good communication skills - Fluent in English (both spoken and written) are essential
Good analytical and reasoning skills
Excellent dispute handling / problem solving
Ability to  work with order processing, renewals and fulfilment systems
Detail oriented to ensure the output meets high quality standards
Ability to quickly learn and work independently
Ability to build effective working relationships with stakeholders
Competent in the use of Windows applications including the MS Office suite of programs.
Education, Knowledge, Skills and Experience:
Educated to Bachelor degree level
0 to 5 years of experience (preferably in Operations, if at all)


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