Sr. Associate - Customer Care - Blended 5B

Genpact Ltd.; Lublin; Remote; PLN 91,000 - 109,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Associate - Customer Care for a blended role, focusing on end-to-end order flow, OTIF, and issue resolution.

You will work with Salesforce, SAP and customer portals to ensure accurate data, timely processing, and strong stakeholder collaboration. The role requires a strong background in customer care and data management, with the ability to handle complex situations and contribute to process improvements in a fast-paced environment.

Qualifications

• Bachelors degree in business, communication, hospitality, IT or marketing or equivalent experience.
• Certification programs in customer service and process tools are desirable.
• Experience in customer care with data management and order flow is preferred.

Responsibilities

• Provide excellence in customer service through order management and issue resolution.
• Use Salesforce, SAP and customer portals to manage end-to-end order flow and compliance.
• Collaborate with internal teams to ensure timely order processing and problem solving.
• Prepare reports and participate in process improvements and transition activities.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Data Analytics

Online Customer Support

CRM & Order Management

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Tools

Salesforce

SAP

ServiceNow

Job description

Sr. Associate - Customer Care - BlendedReady 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 DescriptionResponsibilities: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 actionsTo 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 processTo 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 improvementsTo meet all company defined metrics, KPIs & SLAsParticipate in all company initiatives eg daily tier reviews, team meetings, training as well as completing all compliance and EHS courses are requiredPreparation of reports, analyzes, summaries and qualitative indicatorsProvide reports to assigned business team to enable end-to-end process visibilityContinuous improvement of processes & LSS project (leadership or core team member)Active participation in transition, support for transition leader and process and quality specialistResponsible for taking on more complex transactions, processes, and/or providing training and supportProvide on-call duties when requiredMay be required to travel internationally if neededOther activities delegated by direct supervisorQualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, 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) - CornerstoneCornerstoneRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer SupportLanguageDanish (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - BlendedRemote Type -RemoteWork Shift -Standard (Poland)Compensation Range-Initial Pay Starting From 9000 PLNWhy 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 progressCome 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.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.Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates