Service Delivery Manager - 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.
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Job Description
Inviting applications for the role of Manager Order management (Customer supply chain lead)! In this role person is responsible for providing excellent customer service and maintaining strong professional relationships with assigned customers and Sales Teams. Manage a team who would do a broad variety of customer and order service duties relative to the entry and post entry service for all types of orders. Be the point of escalation to resolve customer questions and problems by thoroughly researching issues identifying root causes and offering solutions. Demonstrate sound business judgement by knowing how to prioritize critical tasks during very busy demand patterns. Responsible for performing a variety of accounts receivable duties including the resolution of customer deductions pertaining to sales/shipment allowances. Collaborate with other departments as necessary to facilitate issue around order management work like: secure appointments clarify transportation requirements track display pallets or DSD orders. Keep management well informed of activities and significant problems and provides support to area staff as needed. Responsibilities: - Provide strategic and operational oversight for Meals & Beverage and Snacks divisions. - Approve routing guides carrier selections and service-level expectations. - Serve as an escalation point for service or carrier performance issues. - Participate in monthly governance and KPI review meetings. - OM & CS Manager is responsible for overseeing and optimizing operational efficiency and customer experience. - This role involves managing day-to-day operations streamlining workflows and implementing standard operating procedures (SO Ps) to improve productivity and cost-effectiveness. - The manager will monitor key performance indicators (KP Is) prepare performance reports and ensure vendors suppliers and internal teams meet agreed service levels and compliance standards. - They manage budgets control costs and identify opportunities for process improvement and automation. - Additionally they analyse customer feedback track service metrics and collaborate with other business functions e.g. - inventory recon team to enhance the overall customer experience and retention. - Acting as a strategic partner the OM & CS Manager provides data-driven insights participates in planning and process improvement initiatives and ensures smooth coordination between operations customer service and leadership teams to drive sustainable growth and operational excellence. - Working Conditions: - Work location Noida Sec 135 Evening and night shift (North America) work from office - Office environment is very busy during September through February and at all fiscal quarter closes (OCT JAN APR JUL). - Physical presence in the office is must during key periods. - Some holiday and weekend coverage required throughout the year
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing
Certifications
ITIL Foundation - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)
Required Skills
Account Analysis, Account Analysis, Audit Support, Budgeting, Business Development, Consumer Electronics, Contract Management, Customer Care, Digital Marketing Analytics, Electronic Hardware, Financial Planning and Analysis (FP&A), Generative AI, Internet Businesses, Manufacturing Equipment, Marketing Analytics, Process Orchestration, Sales, Sales Compensation, Salesforce Sales Cloud, Sales Forecasting, Sales Order Management, Sales Origination, Sales Performance Management (SPM), Sales Support, Semiconductors {+ 4 more}
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Sales & Support
Remote Type -
Hybrid
Work Shift -
Evening Job (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
