Specialist - 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
Inviting applications for the role of Management Trainee Order management (Customer supply chain analyst)! In this role person is responsible for providing excellent customer service and maintaining strong professional relationships with assigned customers and Sales Teams. Perform a broad variety of customer and order service duties relative to the entry and post entry service for all types of orders. Professionally and promptly 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 process orders: 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: - Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing terms of sales lead-times special pack requirement and inventory availability. - Build and maintain accurate account profiles. - Work with Customer Supply Chain Manager and Sales management to analyze evaluate and solve for opportunities to improve key service metrics such as Incentive Pricing Order fill on time delivery Invoice accuracy case fill etc. - Communicate with customers by tracking orders and shipments trouble shooting and responding to all other questions inquires and complaints in a timely fashion. - Meet service level expectations as defined by the customer and sales team. - Coordinate with Sales Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer - Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required. - Required to track key metrics for annual performance review. - The job complexity is related to the customers assigned to this position. - It is based upon a variety of factors including number of orders buyers distribution centres and the complexity of the customer account. - The order entry method is mainly EDI with the possibility of non-complex CRP accounts. - With guidance from the Team Leader analyse and evaluate alternative solutions to respond to internal and external customer requests related to lead time exceptions special events / ads late-delivery notifications pricing promotion problems deductions merchandise return requests account consolidations allocation restrictions and product availability within department and corporate guidelines. - Clear verbal and written communication to explain issues and propose solutions to customers sales teams or managers - Monitor weekly/monthly on time delivery performance. - Research root causes for reliability failures and support the team leader in developing corrective action plans with cross functional supply chain counterparts including Transportation Transplace and Warehousing - Maintain monthly supply chain scorecard with collaboration from Team Leader to monitor service performance Customer program compliance on time delivery. - Elevate to the customer supply chain manager cost savings opportunities around case pick full pallet ordering and internal network optimizations - Owns and manages customer specific service metrics and provides proactive communication and action plans to mitigate service risk - 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
APICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land, Certified Data Management Professional - RiversandRiversand, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Certified Pricing Professional - Professional Pricing Society, USAProfessional Pricing Society, USA, ITIL Foundation - AxelosAxelos
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.
