Customer Experience Lead

Senior Process Associate - Customer Experience Lead
Remote

In the role of Customer Experience Lead, you will execute transactions by prescribed guidelines and timelines, follow all predefined procedures with the objective of obtaining targets and to ensure that the performance parameters are met. Customer experience Lead will own operational performance and backlog management for assigned accounts, ensuring timely order actions and shipments.

Your responsibilities will include, but are not limited to:

Has knowledge to navigate all client systems and tools required for awareness in the role

Stay up to date on system enhancements, training and new capabilities from Business Transformation

Understands assigned customer contact requirements for SLA and adherence

Communicates status, issues, and risks for all owned processes for SOMs and on calls

Subject Matter Expert for customer experience Representatives questions and troubleshooting

Be involved in day-to-day customer interactions, knowledge management and process reengineering activities.

Owns backlog management activities for production orders ensuring all orders are actioned, and downstream activities occur and orders ship on time

Works with internal team members and acts as SME, trainer and escalation point for the team on tools and processes

Possess an independent mindset to use critical thinking skills to reach a resolution within the scope of the job

Proficient in Microsoft applications: Outlook, Excel, Teams

Good time management skills to prioritize their working day and be efficient

Ensures customer backlog is accurate, updates promise dates to make sure the dates are reflected realistically and no duplicate Purchase Orders and Sales Orders are booked

Note: Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face-to-face.

Qualifications
Basic

High School Diploma or GED Equivalent

At least 1 year of experience relating to the job description

Preferred

Strong Customer Service Skills

Strong Communication and organizational skills

Inventory reporting

Supply Chain Knowledge

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.

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