Management Trainee - Customer Enablement / Experience: Customer Relations

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Customer Relations Management Trainee/Assistant Manager
Manages the progress and performance of the customer relations team and is a direct supervisor who has closest proximity with Customer Relation analyst and Customer relations Management trainees. The Customer Relations manager provides post-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case management system to continuously provide top-level service which is essential in creating customer loyalty and repeat business.

Responsibilities
Handling customer/sales requests and providing information to customers via e-mails/phone
Provide prompt efficient and satisfactory responses to customer inquiries on Contracts/order status and billing/invoicing corrections.
Handling customer inquiries related to returns processing return requests ensuring adherence to return policies resolving customer issues and working towards customer satisfaction.
Coordinating the processing of credits and product replacement with the Internal team and Vendors.
Liaising and pursuing with End Clients Internal team Carriers and Vendors to address concerns and questions about Order fulfilment Shipment tracking and Refunds.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Updating ERP regarding customer details order details supplies pricing etc.
Follow-up on pending items with Logistics / Supply chain team for order delivery status
Track end to end status of order and share real time updates with the customer
Own SLA/KPI and ensure daily TAT and Accuracy targets are met
Coordinating with shipping facilities to get the product shipped to the customer.
Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
Order track and trace when shipped out of the shipping facility and share real time updates with the customer
Communicating with the warehouse and forwarders and efficiently managing the delivery process to ensure return of goods to the final recipient.
Assist to hire groom and help new members to onboard
Provide input for promotions and staff reviews
Facilitate regular 1 on 1 meetings and direct goal development and progress
Perform weekly trending-based coaching to manage team members performance
Handle a Team of FTEs that are responsible for day-to-day quality assurance monitoring and coaching of the team
Contact person for client and internal stakeholders for any customer relations related issues.
Provide technical guidance and share knowledge on processes and systems within the team in daily operations train new joiners
Support and coordinate the team on daily processing/operations workload allocation
Manage the flow of day-to-day operation Respond to customer queries and concerns

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors degree
5 years of professional experience in Order Management/Quoting and Contracting Or Customer Relations.
Industry Experience - Services or hi-tech industry
Process/Domain Experience:
o Order Management (Entry/Amendment)
o Quote to cash process and sales administration
o Coordination with Logistics / Supply chain teams
o Pre-Sales & Post-Sales Support
Knowledge on Logistics & Returns Allocations Material management Vendor and Carrier relationship management Contract Management Credit & Debit Warehouse follow up Inbound & Outbound Accrual Freight Report Consolidated reports for logistics.

Preferred Qualifications/ Skills
Ability to learn quickly
Diploma / Post Graduation in International supply chain management / Sourcing Management
Excellent Communication skill and the ability to engage customers in significant discussions
Oracle ServiceNow SAP knowledge and experience would be an added advantage
Possess the following key behaviors: Accountability Planning and Organization Teamwork Flexibility and Problem Solving
Proficiency in coaching skills and with high level of confidentiality and professionalism
Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.