The Facial Aesthetics Customer Experience Representative III, Process Specialist supports efficient, compliant, and reliable customer operations by serving as a subject matter expert for complex order, distribution, account, reporting, and system processes. This role resolves operational exceptions, identifies trends and process improvements, supports reporting and system testing, and partners with cross-functional teams to improve workflows and customer outcomes.
The Process Specialist also supports team capability through process documentation, knowledge sharing, training, and escalation support while ensuring work is completed accurately and in accordance with established procedures and compliance requirements.
Responsibilities
Process Improvement and Compliance
- Optimize workflows and resolve recurring process issues related to orders, accounts, distribution, master data, licensing, and compliance.
- Analyze root causes and trends, implement or recommend corrective actions, and escalate technical or operational issues as appropriate.
- Partner with cross-functional teams to improve process performance while following established procedures and compliance requirements.
Order and Distribution Support
- Monitor open orders and resolve complex fulfillment issues, including order blocks, backorders, inventory constraints, shipping or delivery exceptions, and other distribution-related issues.
- Coordinate with internal and external partners to resolve exceptions and support business-critical activities, including end-of-quarter order management.
- Execute approved mass transactions and provide secondary support for escalated customer or operational needs.
Data Management, Reporting, and Audit Support
- Develop and analyze operational reports to monitor order fulfillment, inventory, customer master data, compliance, and emerging issues.
- Research order and account activity, support audits or investigations, and coordinate corrections when data is incomplete or inconsistent across systems.
- Summarize trends, risks, findings, and recommended actions for leadership and business partners.
System, Process and Team Support
- Support system implementations, integrations, releases, and upgrades through functional and user acceptance testing and post-implementation monitoring.
- Serve as a subject matter expert and escalation resource for complex order, distribution, account, reporting, and system processes.
- Develop and maintain process documentation, work instructions, training materials, and troubleshooting resources; train and mentor team members on specialized processes and tools.
- Identify and champion opportunities for process, system, and customer experience improvements.
Customer Experience and Professional Standards
- Resolve customer and business issues with accuracy, urgency, and professionalism while supporting a positive customer experience.
- Communicate effectively with customers, Field Sales, employees, leaders, technical teams, and external partners.
- Maintain confidentiality and demonstrate collaboration, accountability, adaptability, and continuous improvement.