ORF Associate - 0722-CH-192

ORF Associate - 0722-CH-192

Academic Press Elsevier
0-5 years
Not Specified

Job Description



Key Result Areas
Main Activities and Responsibilities
Order & 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 Level Description
Displays 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 1 Shares information relevant to own role.
Demonstrates effective conversational skills, including active listening and questioning.
Participates in team presentations.
Practices Self Development Level 1 Is curious and keen to learn and develop new ideas, skills and knowledge.
Acts on feedback to improve him/herself.
Looks for developmental opportunities in daytoday work.
Invests time and energy in selfdevelopment (professional qualifications , relevant reading, networking meetings, etc.).
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 1 Works hard to achieve objectives.
Stays focused on key commitments.
Looks to overcome obstacles or barriers to performing.
Works with others to achieve joint goals.
Functional and Technical Competencies
Functional 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)

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