CS OTC Associate
Do you like to work as an integral part of the Customer Service Order to Cash department?
Would you like to provide outstanding customer experience to our internal and external customers?
About Team
Our 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.
About the role
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.
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- 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 Quality Audited w
📌 Csotc Associate (Chennai)
🏢 Relx
📍 Chennai