OR&F Executive

Job Description

Key Area Results:Order & Fulfilment CentricMaintain Customer experience at all times Ensure all the assigned activities orders/agreements/emails requests are processed within the agreed TAT & quality and striving to exceed customer expectations wherever possible. Respond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines. Take ownership of queries and proactively follow through to resolution, escalating issues, if appropriate, to the PE/SME/TL. Adhering to Business/Process requirements as per SOP/Training Module. Report statistics/ productivity as required. Required Develop in-depth knowledge of their process/business Responsible for all team/process related reports/data analysis including validating team s productivity and R&R trackers 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 Internal/Special Projects/Bulk orders received by the team are managed and 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 Prepare any follow-up correspondence for the sales person, customers Act as the central point of contact for customers towards the internal partners within the Company. Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy;Analysis, planning & execution & feedback to Sales/AMTeam WorkPlan 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., Queue Management and mutually allocate work among team members. Planning of end to end task for existing and new work.Process ImprovementIdentify and escalate recurring or consistent problems with system functionality, own & drive team improvements based on their experience Contribute ideas to the improvement of Process. Is able to effectively identify and analyse problems and propose solutions Suggest changes to systems (Change requests) when required. Team s VM SPOC /Champion and will be responsible for carrying cross team audits. Responsible for any system related UAT testing/ represent as DUCTraining & MentoringSupporting SME/PE/TL on OJTs and process documenting Handling and working on transitionsKey Competencies (Aligned with ECF)Drives for results Level 2Builds commitment in others for their individual and team objectives.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.Technical and Professional Expertise Level 2Applies a detailed understanding of own work and relates effectively to overall business context. Can be depended upon by manager and peers for technical or professional advice.Delivers within own role to make an important contribution to the team.Is able to resolve technical issues or questions quickly and effectively.Takes Initiative Level 2Independently addresses unexpected situations.Confident in taking action and removing obstacles to action.Can be counted on to follow through on actions.Encourages others to take their own initiative when faced with a problem.Provides appropriate amount of information, resources and support without undermining the individual s full ownership of objectives and their success.Solves Problems and Analyses Issues Level 2Is able to ask effective questions and collect facts from multiple sources in order to solve problems.Is able to effectively identify and analyze problems and propose solutions.Effectively manages daytoday issues and problems without intervention.Collaboration and Teamwork Level 2Encourages cooperation between all members of the team.Identifies and removes barriers to team performance.Helps people to resolve conflict.Identifies ways for further collaboration across teams.Communicates powerfully and prolifically Level 2Provides 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.Functional and Technical CompetenciesFunctional Competencies : Customer ExperienceGood communication skills - Fluent in English (both spoken and written) are essentialSensitive to numbers and reporting with strong analytical and reasoning skillsExcellent dispute handling / problem solvingDemonstrated ability to paln and work with order processing and/or accounting systemsDetail oriented to ensure the output meets high quality standardsAbility to quickly learn and work independentlyAbility to build effective working relationships with stakeholdersConfident in working with external suppliers as well as internal teams and stakeholders.A background in publishing or related electronic media is desirableCompetent in the use of Windows applications including the MS Office suite of programs.Knowledgeable in databases and order management systems; Master in using Excel, Business Objects is an added advantageEducation, Knowledge, Skills and Experiences (and any other requirements)Educated to Bachelor degree level2 to 5 years of experience (preferably in Operations)-----------------------------------------------------------------------Elsevier is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodationsrelx.com or if you are based in the US you may also contact us on 1.855.833.5120.Please read our Candidate Privacy Policy,

Keyskills :
business objectselectronic mediaorder managementms officequeue managementwork effectivelyflexible approachorder processing