Process Specialist (CSR)

Process Specialist is the assigned focal and point of contact for customer service 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, relationship intimacy and relationship building, as well as proactive order book management. In this role you will be 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 In the role of process specialist, you will execute transactions as per prescribed guidelines and timelines, reviews and validates the inputs from the other team members, support your manager in training activities, daily operations reviews and help in escalation resolution with the objective to meet service level agreement targets for the specific process within the guidelines, policies and norms of Infosys. Responsibilities. Provide administrative and customer support in a manufacturing environment. Research and resolve customer inquiries, issues, and concerns in a timely manner. Communicate order status, delivery timelines, and case updates to customers. Coordinate with internal teams to ensure accurate and timely order fulfillment. Maintain detailed records of customer interactions and case activities. Support order management and customer service processes using SAP and Salesforce. Work effectively in a high-paced environment while maintaining accuracy and attention to detail. 2 years of direct customer service experience required. SAP (MRP) experience required. Salesforce experience required. Must be willing to work occasional Saturdays on a rotating schedule. Ability to participate on camera during Microsoft Teams meetings when requested. Hybrid work schedule available after 6 months, based on performance. Qualifications Basic High School Diploma or GED Equivalent At least 2 years of experience relating to the job description Preferred Strong communication and problem-solving skills. Ability to work in a fast-paced, high-volume environment. Comfortable working in a manufacturing setting. Prior Aerospace / MRO/order management, and supply chain experience Who We Are 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 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026. 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. #J-18808-Ljbffr Infosys