ORF Associate

Job Description

To work as an integral part of the Order Renewals & Fulfilment department by providing outstanding customer experience to our internal and external customers.The OR&F Associate is responsible for:Providing efficient, timely, and accurate service to Elsevier stakeholders in creating/managing agreements and coordinating the invoicing of electronic and print productsCollaborate with other teams and colleagues and ensure requests are completed following the procedure according to the requirements.Timely execution of requirements towards Orders, Renewals and Fulfilment.Key Result Areas / Main Activities and ResponsibilitiesOrder & Fulfilment Centric

• Maintain Customer experience at all times
• Ensure all the assigned activities orders/agreements/emails requests 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 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
• 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
• Liaise with Regional E-Helpdesk and Fulfilment on any access and entitlements issues; Data accuracy;

Team Work

• Plan 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.,

Process Improvement

• Identify and escalate recurring or consistent problems with system functionality and process.
• Contribute ideas to the improvement of Process.
• Is able to effectively identify and analyse problems and propose solutions.

Personal Development

• Actively seek opportunities for personal development including progression across the wider department.
• Be open in communication and react constructively to feedback to improve your performance

Key Competencies (Aligned with ECF)Competency/Level/DescriptionDisplays High Integrity and Honesty - Level 2

• Always follows rules and does what is expected.
• Does what s/he says s/he will do.
• Remembers commitments and promises.
• Is honest and ethical in decision making.
• Is trusted by others to do the right thing.
• Is fair and honest in how s/he treats others.

Communicates powerfully and prolifically - Level 2

• Provides 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.

Practices Self Development - Level 2

• Continually develops depth and breadth in key competencies.
• Actively seeks feedback from others.
• Takes concrete actions relating to feedback to improve performance.
• Understands own strengths and weaknesses and looks for opportunities to build on both.

Technical and Professional Expertise - Level 1

• Develops and demonstrates core technical and professional skills required for own discipline.
• Develops and applies understanding of business context (including products, processes, culture & values).
• Develops and applies knowledge of the markets in which function operates.

Solves Problems and Analyzes Issues - Level 1

• Is able to understand, analyze and resolve core issues within own role.
• Works with others on solving complex problems and issues.

Drives for results - Level 2

• Builds commitment in others for their individual and team objectives.
• Communicates expectations clearly.
• 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.

Functional and Technical CompetenciesFunctional Competencies :

• Good communication skills - Fluent in English (both spoken and written) are essential
• Good analytical and reasoning skills
• Excellent dispute handling / problem solving
• Ability to work with order processing, renewals and fulfilment systems
• Detail oriented to ensure the output meets high quality standards
• Ability to quickly learn and work independently
• Ability to build effective working relationships with stakeholders
• Competent in the use of Windows applications including the MS Office suite of programs.

Education, Knowledge, Skills and Experiences (and any other requirements)

• Educated to Bachelor degree level
• 0 to 5 years of experience (preferably in Operations, if at all)

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Keyskills :
ms office suitems officeproduct mixlatin americaorder processingwork effectivelyflexible approachdigital conversioncustomer experience