Sr. Associate - Customer Care - Sales & Support 5B

Sr. Associate - Customer Care - Sales & Support Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.    Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Responsibilities: To provide excellence in Customer Service through business specific and knowledge driven order management & problem solving to manage critical line stop or aircraft on ground situations. To provide service and support through utilizing Salesforce, SAP & customer specific portals to manage the end to end order flow, including order entry and worklist management. Ensuring all transactions always meet the required compliance standards and defined Service Level Agreements. Accountable for OTC missed OTIF, investigations & corrective actions To maintain critical customer specifications, where applicable, customer master data & part numbers within SAP. To proactively notify customers of any issues with transmitting or entering their order due to pricing, Certs, MOQ issues or any other issues identified. To collaborate with all internal stakeholders to ensure customer orders flow and any queries are resolved in a timely manner following process To build & maintain a strong & collaborative relationship with the Proactive Customer Facing CSRs & the business. To take ownership, trouble shoot and resolve any line stop or Aircraft on Ground situations, liaising with all stakeholders during investigation and at resolution. Order & LOOP trend analysis – identifying customer order trends and opportunities for improvements To meet all company defined metrics, KPIs & SLAs Participate in all company initiatives eg daily tier reviews, team meetings, training as well as completing all compliance and EHS courses are required Preparation of reports, analyzes, summaries and qualitative indicators Provide reports to assigned business team to enable end-to-end process visibility Continuous improvement of processes & LSS project (leadership or core team member) Active participation in transition, support for transition leader and process and quality specialist Responsible for taking on more complex transactions, processes, and/or providing training and support Provide on-call duties when required May be required to travel internationally if needed Other activities delegated by direct supervisor Act according to regulation and policies Bachelor's degree or higher from an accredited university Minimum years of equivalent work experience in Supply Chain, Manufacturing, Complaints Handling, Customer Issue Resolution, Operations or Customer Service.

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing Certifications Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation -