Elsevier, a global leader in information, publishing, and analytics, is hiring for the position of Customer Service & Order to Cash (CS & OTC) Associate in its Chennai office.
This full-time, hybrid position offers flexible work arrangements, corporate transport, comprehensive benefits, and a structured career pathway in order management, customer success, and operational reporting.
Job Overview
| Parameter | Details |
| Company Name | Elsevier (RELX Group) |
| Position Title | CS & OTC Associate (Customer Service & Order to Cash) |
| Department | Customer Success / Order Management |
| Work Mode | Hybrid (Flexibility to work remotely and from the Chennai office) |
| Work Location | Chennai, Tamil Nadu, India |
| Shift Options | 9:00 AM – 6:00 PM OR 2:00 PM – 11:00 PM (Rotational Shifts) |
| Experience Level | 0 to 2 Years (Freshers & Early Professionals) |
| Employment Type | Full-Time, Permanent |
Key Responsibilities
- Order Processing: Manage post-sales order entry and execution for books and digital publishing products, adhering strictly to Turnaround Times (TAT) and quality metrics.
- Customer Interaction: Address internal and external customer queries professionally via email and phone following Standard Operating Procedures (SOPs).
- Reporting & Analytics: Generate daily, weekly, and monthly operational performance reports using MS Excel. Analyze data trends, identify process anomalies, and present actionable updates to team leads.
- Root Cause Analysis (RCA): Perform Root Cause Analysis and implement Corrective and Preventive Actions (CAPA) for customer escalations.
- Cross-functional Collaboration: Assist sales representatives, Account Managers, and channel partners throughout the order lifecycle, participating in user acceptance testing (UAT) when needed.
Eligibility Criteria & Skill Requirements
- Experience: 0 to 2 years in customer service, order management, or operations. Fresh graduates with strong communication skills are welcome to apply.
- Technical Skills: Proficiency in Microsoft Office, particularly MS Excel (working knowledge of filters, pivot tables, and basic formulas).
- Communication: Excellent written and spoken English skills.
- Problem Solving: Strong analytical mindset, adaptability to handle multiple priorities, and capacity to perform RCA on process gaps.
- Flexibility: Willingness to work in rotational shift timings (9:00 AM – 6:00 PM or 2:00 PM – 11:00 PM).
Employee Benefits & Perks
- Transport: Free cab pickup and drop services for Chennai employees.
- Work-Life Balance: Hybrid work model with flexible daily hours.
- Insurance Coverage: Comprehensive Health Insurance (covering employee, spouse, children, and parents), Group Life Insurance, and Group Personal Accident Insurance.
- Food Subsidies: Subsidized meals at the Chennai campus cafeteria.
- Leave Benefits: Privilege Leave, Casual Leave, Sick Leave, Special Sick Leave, Parental Support (Maternity, Paternity, Adoption), and Sabbaticals.
How to Apply
- Visit the official RELX/Elsevier Careers portal: relx.com/careers or elsevier.com/about/careers.
- Search for “CS OTC Associate” under the Chennai location filter.
- Submit your application details and updated resume online.