Process Lead - Honeywell at Infosys Limited in Phoenix, Arizona

Job Description:

Process Lead
Customer Support Specialist (CSS) is the assigned focal and point of contact for customer service and order management needs. CSS is responsible for maintaining and improving customer satisfaction by focusing on end to end ownership of query resolution, relationship intimacy and relationship building, proactive order book management etc. 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.

RESPONSIBILITIES

• Enter order, quote request, PO Review, Z tasking, case management as per standard work and within the defined SLA


• Should be aware of customer specific nuances like discount, rates conditions, flow down etc.


• Own customer escalation and work with different teams and functions to resolve it


• Clearly articulate a problem statement and help required to a support functions to drive accurate and timely response


• Attend and lead customer calls, prepared with summary of open customer queries and orders, and ready to discuss and resolve open items in real time


• Drive any internal changes required due to customer actions and process requirements including, but not limited to, standard work and Customer Specific Work Instruction updates


• Define Customer portal management plan, where applicable, and proactively manage Customer portal access, training, and requirements


• Must follow internal policies and rules regarding, attendance, training, dress code etc.

• Bachelor's degree or foreign equivalent required from an accredited institution. We will also consider three years of progressive experience in the specialty in lieu of every year of education


• At least 4 years of related experience

• Ability to be on top of the order book and be proactive with the communication to avoid and eliminate unnecessary cases


• Ensure adherence to standard work and relevant customer specific work. Must support your customers and their processes


• Quality is of most importance. Double checking the work to avoid human errors


• Ability to communicate and present the problem effectively


• Good written and oral skills


• Ability to adapt to changing processes and business rules


• Understanding the customer need and working towards resolution within the confines of business rules


• Ability to articulate problem statements and bad news / status with empathy


• Strong MS office skills, SAP, Salesforce.com


• Ability to keep customer updated and resolving the case with speed and act with a sense of urgency

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 45 delivery canters in 16 countries spread across 5 continents, with 56,541 employees from 107 nationalities, as of December, 2023.
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/Nationality

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.