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.
Job Description
We are inviting applications for the role of Process Developer - Order Management In this role the shortlisted candidate will be responsible for delivering services in area of Sales support and will be handling processes related to Order entry and management Order fulfillment Contract management Master data management Territory manager support and Reporting and Analysis. The candidate will also be encouraged to perform regular operation as individual contributor in performing above mentioned tasks. The role requires very close co-ordination with Sales teams Product teams Field support team IT teams vendors / suppliers and transporter / freight forwarder to enable revenue maximization for the organization. We will prefer people with some analytical skills who are able to understand the process and follow the same rigorously. Roles & Responsibilities: - Responsible for team outcome (efficiency / critical metric / SLA) and reporting of critical metric / SLA - Own customer / third party relationship and governance to drive surprise free operation and revenue maximization. - Resolve process issues by co-ordination internally (with partners) and externally with relevant parties. - Drive governance and relationship with customer and front face any critical issues from customer and perform corrective action and preventive action planning. - Perform following activities as part of individual contributor role; - a. - Booking and validation of Contract Orders in the ERP system and corresponding updating to Contracts in the ERP - b. - Building a relation with clients and sales representatives and becoming a point-of-contact for Customer / Sales inquiries - c. - Coordinate (phone / emails) with Service technicians Logistics teams and Sales to ensure the right delivery installation and confirmation to customers for the orders placed - d. - Bring together details from customers and sometimes service technicians for accurate invoicing (including CN / DN notes) and ensure to have complete the billing / invoicing timely as per the contractual agreements - e. - Administration of customer contracts i.e. - update contracts fixed and variable billing computation as per contact terms - f. - Ensure resolution to customer requests for any queries on Contracts / order status and billing/invoicing corrections - g. - Follow-up on pending items with Logistics / Supply chain team for order delivery status - h. - Periodical and ad-hoc Report preparation for internal (sales Business Controllers etc.) and external (Customers) - i. - Archival of the right set of documents for audit and compliance purposes - j. - Updating ERP regarding Customer Master details order details supplies pricing etc. - k. - Capturing information from logistics partners and advising customers regarding availability and deliveries - l. - Offering resolutions for internal updating requests: credit/ debit notes reimbursements rebates etc. - m. - Checking and solving potential issues between client purchase orders (PO) and system information; - n. - Presenting with the warehouse and forwarders and efficiently own the delivery process to ensure return of goods to the final recipient - o. - Preparing the relevant documents for the orders - Export documents (Lo C etc.) Pro forma invoices customs documents etc. - and coordinate with internal teams for smooth order delivery - p. - Daily supervising the assigned orders and exceptions validations - q. - Accurate categorization of customer issues in the system and corresponding responses on ERP systems for various disputes arising from customers in terms of damaged goods shipment delayed etc. - In this role the candidate may have to at time work during global hours in order to connect with other teams working in different time zones. - There may also be possibilities for any business travels locally or outside the country.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation - AxelosAxelos, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone
Required Skills
Content Management, Content Management Systems (CMS), Customer Care, Data Analytics, Data Consulting, Data Science, Data Tools, Google Analytics, Help Desk Support, Invoice Payments, Marketing Analytics, Microsoft Office, Salesforce (Software), Social Media
Language
English
Language Proficiency -
Intermediate - B1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Sales & Support
Remote Type -
Office
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.
