Customer Support Representative - Entitlement and Order to Cash

Clarivate; Chennai; On-site; INR 600,000 - 900,000; Full time

Job summary

Clarivate Plc in Chennai is seeking an Entitlement Representative to join our Global Order to Cash – Entitlement team. You will support international customers by managing trials, new business setups, and renewals, ensuring timely access to Clarivate's web-based products and services.

The role requires a bachelor’s degree and at least 2 years’ experience in Salesforce CRM and customer handling, with strong communication skills and proficiency in MS Office, Excel, and Access.

Qualifications

• Bachelor’s degree in any subject
• Minimum 2 years experience in stakeholder and customer handling in Salesforce CRM
• Strong communication skills (written, oral, presentation) with stakeholders, customers and internal teams
• Knowledge of Microsoft Office, and intermediate to advanced Excel, Access
• Experience with web product delivery and processes; understanding of order-to-cash concepts
• Excellent problem-solving and analytical skills with ability to resolve standard and complex client issues

Responsibilities

• Handle internal and external stakeholders and customers in Salesforce CRM
• Assist in order fulfillment and billing using NetSuite or Zuora; CPQ experience preferred
• Demonstrate professionalism and clear communication; resolve queries promptly
• Follow OTC processes, pricing, policies and contracts; support audit/compliance controls

Skills

Salesforce CRM

Customer handling

Communication skills

Analytical skills

Problem solving

Organizational skills

Microsoft Excel

Education

Bachelor’s degree

Tools

Salesforce CPQ

NetSuite

Zuora

Job description

Entitlement Representative

We are looking for an Entitlement Representative to join our Global Order to Cash – Entitlement team in Chennai.

This is an amazing opportunity to grow your customer facing experience by supporting our international customers to receive timely access to Clarivate's web-based products and services by managing trials, new business setups, and renewals.

About You

Must have a bachelor’s degree in any subject specialization that supports the role. Minimum 2 Years overall experience in internal, external stake holder and customer handling specifically in Salesforce CRM. Strong communication skills (written, oral, presentation) with the field, account management, customers, and internal management. Knowledge of Microsoft Office, Intermediate to Advanced Access and Excel Skills. Knowledge of web product delivery and processes. It would be great if you also had . . Excellent problem-solving and analytical skills with the ability to apply knowledge and creativity to resolve standard and complex client issues, improving service offerings. Ability to achieve thoroughness and accuracy when accomplishing a task. Ability to listen effectively and obtain necessary information to do transact successfully within the business sectors. Driven towards operational excellence and achieve quality in everything you do Strong organizational skills

What will you be doing in this role?

Internal, external stake holder and customer handling specifically in Salesforce CRM. Working knowledge of CRM, preferably Salesforce and order management and billing systems like NetSuite or Zuora Experience with Salesforce Configure-Price-Quote (CPQ) or other CPQ tool is highly preferred Demonstrated work experience in managing web product delivery and processes, order fulfillment/delivery and/or customer service. Must possess knowledge of business processes, pricing, policies, and contracts. Understand a company’s opportunity to cash processes. Assist in resolving incoming queries promptly, demonstrating a high level of professionalism and strong communication skills. Follow Clarivate’s audit and compliance controls.

About the Team

The Entitlement’s team is part of our Global Order to Cash (OTC) organization which includes Order Management, Billing, Collections and Cash Applications. Each group collaborates to provide transparency on our end-to-end processes and performance, working to a high standard in order to meet our customer expectations.

Hours of Work Monday to Friday- rotational shifts covering APAC, EMEA and US hours.

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.