{"id":2348785,"url":"https://alion.io/job/elsevier-cs-otc-associate","title":"CS OTC Associate","company":{"id":3090,"name":"Elsevier","domain":"elsevier.com","url":"https://alion.io/company/elsevier","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":13000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1641},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-12T13:21:41Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T23:37:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"CS OTC Associate\nDo you like to work as an integral part of the Customer Service Order to Cash department?\nWould you like to provide outstanding customer experience to our internal and external customers?\nAbout Team\nOur 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.\nAbout the role\nAs 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.\nResponsibilities\nGenerate and maintain basic operational and performance reports (daily/weekly/monthly)\nTake prompt action based on report outcomes or escalations-flag issues, follow up with concerned teams, and support resolution\nShare summarized updates and status reports with Team Leads and other stakeholders\nAlways maintain Customer experience\nEnsure all the assigned activities orders / emails are processed within the agreed TAT & quality.\nRespond professionally to customer queries by phone/ and e-mail using the Best Practice guidelines. \nAdhering to Business/Process requirements as per SOP/Training Module.\nDevelop in-depth knowledge of their process/business.\nComplete RCA (Root Cause Analysis) for any escalations received for team with appropriate CAPAs\nUnderstand and have end to end process knowledge for the process.\nEnsure all assigned application UATs are completed within schedule. \nEnsure Quality Audited whenever required for the team.\nBe the key resource and support for the Account Manager in the sales process.\nRequirements\n0- 2 years of experience (preferably in Operations)\nWillingness to work in shifts\nBasic understanding of operational reporting and ability to identify and escalate trends\nHave good experience in a customer service or customer-facing role.\nBe a great problem solver, resolving problems using existing solutions.\nBe able to adapt and flex to deliver multiple priorities in a rapidly changing administrative environment.\nProficiency in Microsoft Office, especially Excel (e.g., filters, pivot tables, basic formulas).\nBe fluent in English, verbal and written and have excellent all-round communication skills.\nAble to work as a team player and to effectively collaborate within a matrix organization.\nShift timings-9am-6pm or 2pm-11pm\nWork in a way that works for you\nWe 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.\nWorking remotely from home or in our office in a flexible hybrid pattern\nWorking flexible hours - flexing the times you work in the day\n Working for you\nWe 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:\nComprehensive Health Insurance: Covers you, your immediate family, and parents.\nEnhanced Health Insurance Options: Competitive rates negotiated by the company.\nGroup Life Insurance: Ensuring financial security for your loved ones.\nGroup Accident Insurance: Extra protection for accidental death and permanent disablement.\nFlexible Working Arrangement: Achieve a harmonious work-life balance.\nEmployee Assistance Program: Access support for personal and work-related challenges.\nMedical Screening: Your well-being is a top priority.\nModern Family Benefits: Maternity, paternity, and adoption support.\nLong-Service Awards: Recognizing dedication and commitment.\nNew Baby Gift: Celebrating the joy of parenthood.\nSubsidized Meals in Chennai: Enjoy delicious meals at discounted rates.\nVarious Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.\nFree Transport pick up and drop from the home -office - home (applies in Chennai)\nAbout the Business\nA 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.\n\nWe know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Clickhereto access benefits specific to your location.\nWe 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.\nCriminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scamshere.\nPlease read our Candidate Privacy Policy.\nWe 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.\nUSA Job Seekers:\nEEO Know Your Rights.","description_format":"text","description_chars":6447,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Health insurance","Life insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","Clinical Decision Support","Scientific & Lab Software"],"lifecycle":[{"event":"open","at":"2026-10-12T13:21:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":17,"reasons":["conf:6","win:early","comp:junior,brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/elsevier-cs-otc-associate","json_url":"https://alion.io/job/elsevier-cs-otc-associate.json","meta":{"generated_at":"2026-10-13T08:48:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":1813,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3090},"rest":"https://alion.io/mcp/rest/get_company?id=3090"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Felsevier-cs-otc-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Felsevier-cs-otc-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Felsevier-cs-otc-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/elsevier-cs-otc-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Felsevier-cs-otc-associate"}]}