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 & Current 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.

📌 Customer Service Operator (Bengaluru)
🏢 Quess
📍 Bengaluru