The ICIS Sales Operations Analyst plays a critical role in ensuring seamless order processing, efficient sales information management, and accurate data entry. This multifaceted position involves providing support via email, phone, and virtual meetings while meticulously managing a case queue of work requests. As the central point of contact, the Coordinator collaborates closely with ICIS Support/Sales Teams and SOP, aligning diverse functionalities, procedures, and solutions across different segments.

Key Responsibilities:

• Order Processing Support: Facilitate timely and accurate order processing.

• Sales Information Management: Maintain up-to-date records and documentation.

• Data Entry and Accuracy: Work predominantly with Salesforce, ensuring precise data entry and monitoring data accuracy.

• Case Queue Management: Efficiently manage work requests and prioritize tasks.

• Stakeholder Alignment: Foster collaboration with SOP, Client Success, Pre-Legal, and Sales Operations.

• Expectation Alignment: Align expectations, key deliverables, and priorities among internal stakeholders.

Core Values:

• Uphold Reed Elsevier Shared Services Philippines’ core values.

• Cultivate positive working relationships with all contacts.

• Prioritize customer satisfaction and individual/team performance.

• Pursue ongoing training and certification to excel in daily responsibilities.

Accountabilities:

• Administrative Support: Assist sales and Account Support Managers with tasks such as order processing, sales information management, data entry, and data quality monitoring.

• Stakeholder Alignment: Collaborate closely with key internal stakeholders, including SOPS, Client Success, Pre-Legal, and Sales Operations, to ensure alignment on requirements and deadlines.

• Timely Execution: Ensure deadlines and service level agreements (SLAs) are consistently met.

• Data Quality Enhancement: Work collaboratively with the sales team to improve data quality.

• Proactive Problem-Solving: Identify and address internal roadblocks to prevent disruptions in client service.

• Deliverable Management: Manage deliverables and communicate anticipated timelines effectively.

• Relationship Building: Cultivate strong working relationships with internal stakeholders.

• Performance Excellence: Meet KPIs consistently and seek opportunities to enhance sales process efficiency.

• Best Practices Sharing: Document and share best practices, especially related to complex client contracts.

• Cross-Functional Collaboration: Maintain relationships with key partners and back-office teams.

• Process Improvements: Recommend workflow modifications to enhance overall efficiency.

Qualifications:

• Bachelor’s Degree on any course with equivalent related experience required, no major Bachelor Course requirement.

• Background in other platforms aside from Salesforce, CRM, Power BI experience is a plus

• Experience with Salesforce platform, Eloqua, Viper and other platforms are preferred

• Experience with Client to Sales support (or added technical background a plus)

• Experience working with various Microsoft technologies including MS Office (preferably with advanced MS Excel Skills)

• Excellent verbal, written and interpersonal communication skill.

• Previous experience in a telephonic, helpdesk, sales, fulfillment or any customer contact support is preferred. 1-2 years job related experience.

• Customer service orientation; Ability to troubleshoot and resolve a combination of basic customer inquiries and technical issues.

• Demonstrated adaptability to a rapidly changing environment and Able to adapt to nontraditional work hours to support a global organization that may include following a flexible schedule and weekend shifts

• PC knowledge, working knowledge of Windows operating systems, and MS Office applications, especially Excel functions such as duplicate checking and VLOOKUP’s as tools for day-to-day operations.

• Ability to adapt to various communication methods including telephone, in-person, email, Webinars, video conferencing, facilitation of virtual trainings and related events including talking with company members located in foreign countries if needed.

• General understanding of business principles and typical business practices across Sales Leads to invoice processes competencies listed below but not limited to:

• Developed professional role with working knowledge in own discipline

• Solving a range of routine operational problems

• Demonstrates some proficiency with concepts and processes

• Analyzes possible solutions using standard procedures

• Receives a moderate level of guidance and direction from more senior level roles

• Clear communication skills

• Experienced in working in global sales environment

• Experienced in working on multiple deadlines and prioritized accordingly

• Highly organized, used to working on multiple projects and deadlines

• Ability to quickly identify key terminology to assist with appropriate solution needs of internal clients.

• Ability to coordinate efforts with other internal resources/teams to resolve and escalate customer service and other issues.

Additional for internal applicants:

• Must be in current role for 1 year

• Must not have received any Disciplinary Action within the past 12 months

• Must not have any Attendance and Punctuality issues in the past 12 month

• Must have a Successful or above rating in the last Enabling Performance cycle

  LexisNexis, a division of RELX, is 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. We 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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