Customer Care - OTC - German

Genpact Ltd.; Polska; A distancia; PLN 79.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Attractive salary

Possibility to work remote

Various trainings

Descripción de la vacante

Genpact Ltd. in Poland is seeking a Customer Care - Sales & Support (OTC) specialist fluent in German or Italian to manage end-to-end order flow and problem solve escalations.

You will work with Salesforce and SAP to ensure compliance, accuracy of customer data, and timely order resolution while collaborating with cross-functional teams and supporting continuous improvement initiatives.

Formación

• 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.
• German or Italian C1 (one required).

Responsabilidades

• 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.
• Utilize Salesforce, SAP & customer portals to manage end-to-end order flow, ensure all transactions meet compliance standards and SLAs.
• Maintain customer master data & part numbers within SAP and notify customers of issues affecting orders.
• Collaborate with internal stakeholders to ensure smooth order flow and timely resolution of queries.
• Build and maintain strong relationships with CSRs and the business; own and resolve line stops or Aircraft on Ground events.

Conocimientos

CMS

Customer Care

Data Analytics

Data Consulting

Data Science

Data Tools

Google Analytics

Help Desk Support

Invoice Payments

Marketing Analytics

Microsoft Office

Salesforce

Social Media

Educación

Bachelor's degree or higher

Herramientas

SAP

Salesforce

Descripción del empleo

Ready to turn bold ideas into real-world impact?

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.

Customer Care - Sales &Support (OTC) - German/Italian

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: 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)
• Responsible for taking on more complex transactions, processes, and/or providing training and support
• Provide on-call duties when required

Qualifications:

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.

Required Skills:

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, SAP, Salesforce

Languages:

German or Italian C1 (one required)

Job Location:

Remote Poland

What can we offer?

• Attractive salary (starting at 7800 pln gross)
• Stable job offer – employment contract
• Possibility to work remote
• Various trainings (initiating, soft skills)
• 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.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

https://www.genpact.com/privacy/notice-for-employment-candidates