Process Specialist
Reverse Logistics- Help Desk & Order Management Specialist
Irving, TX
Process Specialist is the point of contact for customer service help desk requests 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, assisting customers, and order management support in multiple systems. He/She is an advocate for the customer who is available by phone and email/case for any/all support.
In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, review and validate the inputs from the other team members, support your manager in training activities, and daily operations reviews, and help in escalation resolution with the objective of meeting service level agreement targets for the specific process within the guidelines, policies and norms of Infosys.
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Job Description:
- Provide level-1 triage services for reverse logistics help desk request
- Support Operational processes such as Spares management, order maintenance, and system transactions.
- Assist customers with RMA requests, issue resolutions, follow up on defective returns, and general support
- Reconcile inventory inaccuracies
- Place orders to ship products from distribution centers to end users
- Communicate internally with Process Leads regarding automation discrepancies
- Create and update trouble tickets
- Use tools such as phone, email, and messaging to communicate with customers
Basic:
- High School Diploma or GED Equivalent
- At least 2 years of experience relating to the job description
- 2 years of experience in customer service
- Team Player who engages the interest and participation of others and has a collaborative approach to working with others
- Self-motivated and able to work under pressure
- Strong computing skills (MS Excel & MS Word) & managing multiple systems
- High attention to detail
- SAP ERP Knowledge is preferred but not required
The job entails sitting as well as working at a computer for extended periods. Should be able to communicate by telephone, email or face-to-face.
About Us
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,587 employees from 110 nationalities, as of September, 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.