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Customer Service Advisor - SACS

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Customer Services - Support & Training
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Elsevier
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OPE001MR Requisition #


Who are we?


Elsevier is a world-leading provider of information solutions that help you make better decisions, deliver better care, and sometimes make groundbreaking discoveries in science, health, and technology. We serve researchers, professionals, and clinicians, through the application of technology and analytics to content, empowering them to create knowledge, contribute to social progress, and enhance human well being. We are delivering next-generation professional information solutions and technology to our broad client base – and we need a team of exceptional sales leaders and professionals to join us on the journey.



Elsevier publish over 2,500 journals and more than 33,000 book titles, and provide web-based, digital solutions — among them ScienceDirect, Scopus, Evolve, Knovel, Reaxys and Clinical Key.


Job Title:


Customer Service Advisor


Purpose of the job:


Providing efficient, timely, and accurate service to Elsevier stakeholders in managing agreements and coordinating the invoicing of print and electronic products; working with regional departments and other stakeholders (sales, business Controllers & Print fulfillment Team, etc) to ensure that contractual obligations to/from customers are met and the processes are followed according to the requirements; accurate and timely processing of orders according the terms and conditions of customer

Key Result Area:


Order Processing / Fulfillment:


Process the orders received with the specified TAT & Quality.
Accountable for ensuring that all credit requests are legitimate and are processed within SLA


Invoice Management (Invoice review/accuracy, Invoice Delivery):


Ensure accuracy of generated invoices by counterchecking invoice details against the reviewer spreadsheet


· Ensure that the appropriate fulfillment system contains accurate customer information to process orders based on agreement terms


To work as an integral part of the Global Journals Customer Service & Fulfilment department by providing outstanding customer service to our internal and external customers.


The Customer Service Executive 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


• Working with regional departments and other stakeholders (sales, business Controllers & Print fulfillment Team, etc) to ensure that contractual obligations to/from customers are met and that the processes are followed according to the requirements


• Accurately and timely processing of multi-year agreements according the terms and conditions of the subscription agreement


Customer Service advisor will be responsible for:


- providing efficient, timely, and accurate service to Elsevier stakeholders in managing agreements and coordinating the invoicing of electronic products


- working with regional departments and other stakeholders (sales, business Controllers & Print fulfillment Team, etc) to ensure that contractual obligations to/from customers are met and that the processes are followed according to the requirements


Administration, Policy, and Procedure:


Support continued development of Customer Service policy and procedures and take responsibility for


coordination and reporting for the MRW & Other special projects


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:



Competency



Level



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.



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.



Practices Self Development


 



Level 1


 



Is curious and keen to learn and develop new ideas, skills and knowledge.
Acts on feedback to improve him/herself.
Looks for developmental opportunities in day today work.
Invests time and energy in self development (professional qualifications, relevant reading, networking meetings, etc.).


 



Collaboration and Teamwork



Level 1



Develops cooperative working relationships within the team.
Considers how own style affects others and tailors interactions accordingly.
Looks for ways to develop mutually beneficial relationships across teams.




Functional and Technical competencies:



Must have strong analytical reasoning


·         Customer Service oriented


·         Good analytical and reasoning skills


·         Good communication skills- Fluently in English (both spoken and written), Spoken Hindi is an added advantage


·         Demonstrated ability to work with order processing and/ or accounting systems


·         A background in publishing or related electronic media is desirable


·         Competent in the use of Windows applications including the MS Office suite of programs..


Education, Knowledge, Skills and Experience:


         Educated to Bachelor degree level


         1 to 5 years of experience (preferably in Customer services)



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