Customer Care - OTC - Spanish (remote)

Genpact Ltd.; Polska; On-site; PLN 120,000 - 180,000; Full time

Job summary

Genpact Ltd. is seeking an experienced Customer Care - Sales & Support (OTC) professional to manage end-to-end order flow using Salesforce and SAP, ensuring accurate data and compliance while supporting Dutch and Danish customers.

The role emphasizes collaboration across internal teams and data-driven problem solving to prevent line stops. You will monitor OTIF, investigate issues, and drive improvements in order accuracy, process efficiency, and customer satisfaction, with a focus on proactive

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.

Responsibilities

• Provide excellence in Customer Service through knowledge-driven order management and problem solving to manage critical line stop or aircraft on ground situations.
• Use Salesforce, SAP and customer portals to manage end-to-end order flow and ensure transactions meet compliance standards and SLAs.
• Accountable for OTC missed OTIF, investigations and corrective actions.
• Maintain customer specifications, customer master data and part numbers within SAP.
• Proactively notify customers of issues with transmitting or entering orders due to pricing, Certs, MOQ issues or other issues.
• Collaborate with internal stakeholders to ensure order flow and timely resolution of queries.
• Build and maintain strong relationships with CSRs and the business.
• Take ownership, troubleshoot and resolve line stops or Aircraft on Ground with stakeholders.
• Order and LOOP trend analysis to identify order trends and improvements.
• Meet company metrics, KPIs and SLAs.
• Participate in daily tier reviews, team meetings and compliance training.
• Prepare reports, analyses, summaries and qualitative indicators.
• Provide reports to assigned business team for end-to-end process visibility.
• Continuous improvement of processes and LSS projects.
• Handle more complex transactions and provide training and support.
• Provide on-call duties when required.

Skills

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

SAP

Education

Bachelor's degree or higher

Tools

SAP

Salesforce

Job description

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.

Inviting application to apply for a position of: Customer Care - Sales &Support (OTC) - Dutch/Danish

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