Remote Customer Care & Order Support - Dutch/Danish

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

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