Customer Service Specialist

You have successfully copied the job share URL to clipboard!

Job details

Job Role

Process Specialist - US

Work Location

Tempe, AZ

State / Region / Province

Arizona

Country

USA

Domain

Operations

Interest Group

IBPO USA

Company

IBPO USA

Requisition

152736

Phoenix, AZ
Hybrid

Process Specialist is the assigned focal and point of contact for customer service and order management needs. In this role you will be responsible for maintaining and improving customer satisfaction by focusing on end-to-end ownership of query resolution, relationship intimacy and relationship building, as well as proactive order book management. He/She is an advocate for the customer who is available by phone and email/case for any/all support and is the first point of escalation for the customer and internal functions

In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

• Provide administrative and customer support in a manufacturing environment.
• Research and resolve customer inquiries, issues, and concerns in a timely manner.
• Communicate order status, delivery timelines, and case updates to customers.
• Coordinate with internal teams to ensure accurate and timely order fulfillment.
• Maintain detailed records of customer interactions and case activities.
• Support order management and customer service processes using SAP and Salesforce.
• Work effectively in a high-paced environment while maintaining accuracy and attention to detail.
• 2 years of direct customer service experience required.
• SAP (MRP) experience required.
• Salesforce experience required.
• Must be willing to work occasional Saturdays on a rotating schedule.
• Ability to participate on camera during Microsoft Teams meetings when requested.
• Hybrid work schedule available after 6 months, based on performance.

Phoenix, AZ
Hybrid

Process Specialist is the assigned focal and point of contact for customer service and order management needs. In this role you will be responsible for maintaining and improving customer satisfaction by focusing on end-to-end ownership of query resolution, relationship intimacy and relationship building, as well as proactive order book management. He/She is an advocate for the customer who is available by phone and email/case for any/all support and is the first point of escalation for the customer and internal functions

In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.

• Provide administrative and customer support in a manufacturing environment.
• Research and resolve customer inquiries, issues, and concerns in a timely manner.
• Communicate order status, delivery timelines, and case updates to customers.
• Coordinate with internal teams to ensure accurate and timely order fulfillment.
• Maintain detailed records of customer interactions and case activities.
• Support order management and customer service processes using SAP and Salesforce.
• Work effectively in a high-paced environment while maintaining accuracy and attention to detail.
• 2 years of direct customer service experience required.
• SAP (MRP) experience required.
• Salesforce experience required.
• Must be willing to work occasional Saturdays on a rotating schedule.
• Ability to participate on camera during Microsoft Teams meetings when requested.
• Hybrid work schedule available after 6 months, based on performance.

• High School Diploma or GED Equivalent
• At least 2 years of experience relating to the job description

• Strong communication and…