Customer Service Operator

About:

We are looking for an experienced (4.5 to 7 years) Customer Service Specialist Order Management to manage customer orders and provide operational support for the Australia & New Zealand (ANZ) region.

The ideal candidate should have strong experience in Order Management, Order Processing, Customer Service, Order Fulfillment, SLA/TAT management, and stakeholder coordination. Experience with Oracle JD Edwards EnterpriseOne (JDE E1), Salesforce (SFDC), and Esker will be preferred.

Key Responsibilities

• Act as a Subject Matter Expert (SME) across Order Management and Customer Service processes.
• Provide floor support and process guidance to Customer Care Representatives (CCRs).
• Independently manage complex Order Management activities and resolve customer/business issues.
• Manage ANZ Order Management activities with high accuracy, completeness, and timely processing.
• Process and monitor customer orders while ensuring compliance with established TATs and SLAs.
• Prioritize critical orders and manage operational queues effectively.
• Handle customer complaints, escalations, and transaction-related issues.
• Conduct transaction audits and ensure adherence to internal policies, controls, and procedures.
• Identify root causes of recurring errors and drive process improvement initiatives.
• Collaborate with Team Leaders, internal teams, customers, and external stakeholders.
• Participate in process calls and contribute ideas to improve operational efficiency and customer experience.
• Ensure accuracy in transactions involving financial impact.
• Maintain professional and effective communication with customers and stakeholders.
• Work effectively in a high-volume environment while maintaining service quality and accuracy.
• Use Order Management and Customer Service applications including Oracle JD Edwards EnterpriseOne (JDE E1), Salesforce (SFDC), and Esker.

Required Skills

• Strong experience in Order Management / Order Processing / Order Fulfillment.
• Experience in Customer Service / Customer Support / Customer Operations.
• Prior experience supporting Australia & New Zealand (ANZ) operations is preferred.
• Strong knowledge of SLA, TAT, queue management, and transaction processing.
• Good experience in customer complaint and escalation management.
• Strong analytical, problem-solving, and root-cause analysis skills.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and work under pressure.
• Strong attention to detail and process orientation.
• Good knowledge of MS Office / Microsoft Office applications.
• Experience with JDE / JD Edwards EnterpriseOne, Salesforce/SFDC, and Esker is preferred.

Preferred Experience

• 4.5–7 years of experience in Order Management, Customer Service, Customer Operations, or related processes.
• Experience in ANZ Order Management / Australia & New Zealand Customer Service is an added advantage.