Elsevier announced job vacancy for the post of CS OTC (Customer Service Order to Cash) Associate. The place of posting will be at Chennai. Candidates who have completed Bachelor’s Degree with 0- 2 years of experience (preferably in Operations) are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows
Company Overview
| Name of the Company | Elsevier |
| Required Qualifications | Graduate |
| Skills | Basic understanding of operational reporting and ability to identify and escalate trends |
| Category | F&A |
| Work Type | Onsite |
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.
Job Details
Θ Positions: CS OTC (Customer Service Order to Cash) Associate
Θ Job Location: Chennai
Θ Salary: As per company standards
Θ Job Type: Full Time
Θ Requisition ID: R118354
Roles and 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.
Required Skills & Qualifications:
- 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
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