CS OTC Associate
Do you like to work as an integral part of the Customer Service Order to Cash department?
Would you like to provide outstanding customer experience to our internal and external customers?
About Team
Our Customer Success team strives to deliver high quality administrative assistance to our sales representatives and channel partners. We work collaboratively in the post sales process with our sales team and customers. We provide support and problem-solving skills to ensure our customers have an exceptional experience.
About the role
As a CS & OTC Associate, you will be responsible for managing orders from internal customers across a range of products (specifically Books). You will contribute to reporting and analytics efforts, generating regular and ad-hoc reports to support decision-making. You’ll analyze data to identify trends, flag anomalies, and uncover opportunities for process improvements. Your insights will help drive performance, enhance customer satisfaction, and support continuous improvement across the order management lifecycle. In addition to you will play a key role in executing ordering processes to ensure timely and successful delivery. This role offers opportunities for learning, development, and creating insightful reports to share knowledge and drive improvements.
Responsibilities
- Generate and maintain basic operational and performance reports (daily/weekly/monthly)
- Take prompt action based on report outcomes or escalations—flag issues, follow up with concerned teams, and support resolution
- Share summarized updates and status reports with Team Leads and other stakeholders
- Always maintain Customer experience
- Ensure all the assigned activities orders / emails 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 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.
Requirements
- 0- 2 years of experience (preferably in Operations)
- Willingness to work in shifts
- Basic understanding of operational reporting and ability to identify and escalate trends
- Have good experience in a customer service or customer-facing role.
- Be a great problem solver, resolving problems using existing solutions.
- Be able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.
- Proficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).
- Be fluent in English, verbal and written and have excellent all-round communication skills.
- Able to work as a team player and to effectively collaborate within a matrix organization.
- Shift timings-9am-6pm or 2pm-11pm
Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
- Working remotely from home or in our office in a flexible hybrid pattern
- Working flexible hours - flexing the times you work in the day
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Comprehensive Health Insurance: Covers you, your immediate family, and parents.
- Enhanced Health Insurance Options: Competitive rates negotiated by the company.
- Group Life Insurance: Ensuring financial security for your loved ones.
- Group Accident Insurance: Extra protection for accidental death and permanent disablement.
- Flexible Working Arrangement: Achieve a harmonious work-life balance.
- Employee Assistance Program: Access support for personal and work-related challenges.
- Medical Screening: Your well-being is a top priority.
- Modern Family Benefits: Maternity, paternity, and adoption support.
- Long-Service Awards: Recognizing dedication and commitment.
- New Baby Gift: Celebrating the joy of parenthood.
- Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
- Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
- Free Transport pick up and drop from the home -office - home (applies in Chennai)
About the Business
A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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Please read our Candidate Privacy Policy.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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Skills Required
- 0–2 years of experience, preferably in operations
- Willingness to work in shifts
- Basic understanding of operational reporting and ability to identify and escalate trends
- Experience in a customer service or customer-facing role
- Problem-solving ability using existing solutions
- Ability to adapt and manage multiple priorities in a rapidly changing administrative environment
- Proficiency in Microsoft Office, especially Excel, including filters, pivot tables, and basic formulas
- Fluency in spoken and written English
- Excellent overall communication skills
- Ability to work collaboratively as part of a team and within a matrix organization
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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