Process Specialist

Serve as a subject matter expert across multiple areas within the organizationrequiring specialized and in-depth process expertise, and provide floor support toCustomer Care Representatives (CCRs). Work independently, requiring guidance only in the most complex or sophisticatedsituations. Ensure adherence to all internal and external processes, with particular attentionto transactions involving financial impact. Manage Order Management activities for the ANZ region while ensuring accuracy,completeness, and timely processing of customer requirements. Solve complex problems by evaluating different perspectives and applyingappropriate solutions. Actively participate in process calls and share ideas withteams and partners to improve processes and customer experience. Adhere to daily turnaround times for orders in accordance with established TATguidelines and ensure all applicable performance metrics and SLAs areconsistently achieved. Work closely with the Team Leader to ensure high-quality customer service andoperational performance are maintained. Build collaborative relationships with internal and external stakeholders to identifyroot causes, minimize recurring errors, and drive process improvements. Audit transactions and handle customer complaints by providing appropriatesolutions and alternatives to proactively resolve issues. Build sustainable relationships of trust through open, professional, and interactivecommunication. Ensure adherence to organizational procedures, policies, controls, and systems. Effectively use Order Management and customer service applications such asOracle JD Edwards EnterpriseOne (E1), Salesforce (SFDC), and Esker fortransaction processing and related operational activities. Support queue management, prioritization of critical orders/requests, and timelyresolution of customer and business requirements.As a Customer Service Specialist – Order Management, the individual is expected torepresent the company professionally by demonstrating accountability, punctuality,customer focus, and a willingness to go beyond standard expectations to supportcustomers and business requirements.Other Requirements Preferably a bachelor’s degree in Arts, Science, Commerce, BusinessAdministration, or a related discipline. 4.5–7 years of hands-on experience in Order Management or a relatedCustomer Service environment. Proven customer support experience or experience as a client/customer servicerepresentative. Prior experience supporting Australia & New Zealand (ANZ) Order Managementor Customer Service operations is preferred. Working knowledge or hands-on experience with Oracle JD EdwardsEnterpriseOne (E1), Salesforce (SFDC), and Esker is preferred. Excellent verbal and written communication and interpersonal skills. Strong customer orientation with the ability to adapt and respond effectively todifferent types of tasks and customer requirements. Highly detail-oriented and organized, with strong analytical and problem-solvingabilities. Strong digital literacy, including proficiency in Microsoft Office applications. Ability to multitask, prioritize activities, and manage time effectively in a high-volume operational environment. Ability to work effectively under pressure while maintaining accuracy and servicequality.