PD - Customer Relations

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

Inviting applications for the role of Customer Relations Analyst Process Associate or Developer
The Customer Relations Analyst provides post-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case management system to continuously provide top-level service which is essential in creating customer loyalty and repeat business.
Responsibilities:
- Handling customer/sales requests and providing information to customers via e-mails/phone
- Provide prompt efficient and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections.
- Handling customer inquiries related to returns processing return requests ensuring adherence to return policies resolving customer issues and working towards customer satisfaction.
- Coordinating the processing of credits and product replacement with the Internal team and Vendors.
- Liaising and pursuing with End Clients Internal team Carriers and Vendors to address concerns and questions about Order fulfilment Shipment tracking and Refunds.
- Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
- Updating ERP regarding customer details order details supplies pricing etc.
- Follow-up on pending items with Logistics / Supply chain team for order delivery status
- Gathering information from logistics partners and informing customers regarding Coordinating with demand control team to obtain availability dates of short / unavailable items on customers order
- Track end to end status of order and share real time updates with the customer
- Own SLA/KPI and ensure daily TAT and Accuracy targets are met
- Coordinating with shipping facilities to get the product shipped to customer.
- Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
- Order track and trace when shipped out of the shipping facility and share real time updates with the customer
- Communicating with the warehouse and forwarders and efficiently manage the delivery process to ensure return of goods to the final recipient.

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 -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Sales & Support

Remote Type -

Office

Work Shift -

Night 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.