Sr. Associate - Customer Care - Sales & Support 5B

6003 Genpact Poland sp. z o.o.; Lublin; Remote; PLN 73,000 - 88,000; Full time

Job summary

Genpact Sri. Associate - Customer Care - Sales & Support is a Poland-based role focusing on order management and customer service excellence. You will use Salesforce and SAP to handle end-to-end order flows and resolve issues efficiently, including line stops or aircraft on ground scenarios.

The job emphasizes collaboration with global teams, adherence to SLAs, and data accuracy. German language skills are required, and some travel may be possible.

Qualifications

• Bachelor's degree in business administration or a related field.
• Experience in customer care and order management.
• Proficiency with SAP and Salesforce platforms.

Responsibilities

• Provide excellence in customer service through knowledge-driven order management and problem solving.
• Manage end-to-end order flow using SAP, Salesforce and customer portals.
• Maintain customer master data and notify customers of issues in pricing, Certs, MOQ, or other blockers.
• Collaborate with internal stakeholders to resolve queries and meet KPIs.

Skills

Customer Care

Sales & Support

Data Analytics

Salesforce

SAP

Education

Bachelor's degree in Business Administration

Tools

Salesforce

SAP

ServiceNow

Job description

Sri. 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 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 eg 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) Active participation in transition, support for transition leader and process and quality specialist Responsible for taking on more complex transactions, processes, and/or providing training and support Provide on-call duties when required May be required to travel internationally if needed Other activities delegated by direct supervisor.

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 FormaBeProHoreca FormaBePro, 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 German (Required) Language Proficiency - Advanced - C1 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Sales & Support Remote Type - Remote Work Shift - Standard (Poland) Compensation Range- Initial Pay Starting From 7200 PLN

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.

We’re an agentic and advanced technology solutions company that runs mission‑critical operations for the world’s leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world’s leading companies operate. There's a lot to learn here, and room to grow.