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

Genpact Ltd.; United States; Remote; USD 19,000 - 23,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Associate - Customer Care focused on Sales & Support. The role centers on delivering excellent order management and proactive problem solving in a remote-capable setup.

You will use Salesforce, SAP, and customer portals to manage end-to-end order flow, support OTIF/SLA adherence, and collaborate across teams to resolve issues efficiently.

Qualifications

• University degree in business, marketing or related field.
• Experience in customer care, sales support or order management.
• Knowledge of SAP or CRM tools is beneficial.
• Strong data analytics and reporting capabilities.
• Fluent in English; Turkish language is listed in job spec.

Responsibilities

• Provide excellence in customer service through order management and issue resolution.
• Use Salesforce, SAP and portals to manage end-to-end order flow and ensure SLA compliance.
• Monitor OTIF, investigations, and corrective actions; maintain customer data in SAP.
• Communicate issues to customers about pricing, certs, MOQ, or other blockers.
• Collaborate with internal stakeholders to ensure timely order processing.
• Build strong relationships with CSRs and business teams; support transitions.
• Handle line stops or aircraft-on-ground situations; coordinate investigations.
• Analyze order trends and drive process improvements.
• Meet KPIs and participate in team initiatives and training.
• Prepare reports and provide visibility to business teams; lead or participate in LSS projects.

Skills

Customer Care

Sales support

Data Analytics

Data Tools

Microsoft Office

Salesforce

SAP

Order management

Problem solving

Communication

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Marketing

Bachelor's degree in Sales

Master's degree in Marketing

Tools

Content Management

Content Management Systems

Google Analytics

Help Desk Support

Invoice Payments

Microsoft Office

Salesforce (Software)

Linux/OS basics

Job description

Sr. 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

Turkish (Required)

Language Proficiency -

Advanced - C1

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.

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.

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