PO Processing Specialist

We’re looking for a detail-oriented and customer-focused PO Processing Specialist to join our Customer Care team.

In this role, you’ll be responsible for the end-to-end processing of purchase order workflows while supporting customers across multiple channels, including cases, chat, and phone.

The ideal candidate will have strong attention to detail, excellent organisational skills, and the ability to manage a high volume of queries accurately and efficiently.

You’ll develop a strong understanding of internal systems and company policies relating to order processing, accounting, and quality compliance, ensuring every customer interaction is handled with professionalism and care.

Our typical shift pattern involves: Monday to Sunday between 7 AM - 11 PM, on a rotational basis.

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

Your role can include, but isn’t limited to:

• Serve customers and partners via phone, chat, and email by processing orders cancellations and refunds, managing order escalations, resolving stalled orders, and completing required checklists.
• Research and resolve customer issues quickly and accurately, escalating complex matters to the Leadership team when necessary.
• Manage and maintain the support queue by monitoring ticket levels, cleaning up tickets, and obtaining required information to resolve customer inquiries efficiently.
• Provide regular and timely updates to customers and relevant internal teams on the status of pending support tickets.
• Collect, organize, and communicate customer feedback to appropriate internal stakeholders to support business improvement.
• Develop alternative solutions that mitigate risk while continuing to meet customer and partner needs.
• Proactively identify customer friction points and contribute continuous improvement ideas to enhance the customer and employee experience.
• Support and demonstrate the Company’s Core Values while contributing to the company’s culture, strategic vision, and organizational goals.
• Maintain a strong focus on personal development by completing all assigned training, applying continuous improvement methodologies, and actively working on a personal development plan to address skill gaps.
• Meet or exceed established service level metrics, including contact center KPIs, NPS scores, quality assurance standards, and schedule adherence.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum of five (5) CXC passes, including Mathematics and English A.
• 2–3 years of experience supporting customers in a high-volume, service-driven environment, such as customer support, collections, contact centres, or telemarketing.
• Demonstrated ability to support customers across complex workflows, including order management, issue resolution, timelines, and service expectations.
• Strong interest in, or aptitude for learning about, manufacturing processes, supply chains, and digital marketplaces serving industrial and B2B customers.
• Comfortable working with ticketing systems, CRMs, or support queues, ensuring accurate documentation, prioritization, and timely resolution of customer inquiries.
• Proven ability to meet or exceed performance metrics such as response times, quality standards, customer satisfaction (CSAT/NPS), and schedule adherence.
• Ability to adapt quickly in a fast-paced, data-driven, and continuously evolving environment, adjusting communication style based on customer needs and situations.
• Excellent verbal and written communication skills, with the ability to explain technical or process-driven information in a clear, customer-friendly manner.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 3-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!