Assistant Manager - Customer Enablement / Experience: ICAN
Assistant Manager - Customer Enablement / Experience: ICAN
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Job Description
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 enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.
Inviting applications for the role of ICAN Management Trainee/Assistant Manager
Manages the progress and performance of the ICAN team and is a directsupervisor who has closest proximity with Internal teams. The ICAN Research Specialist provides pre-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
Timely resolution of requests flowing through ICANs case management system requiring:
o Research and/or tracking of an order.
o Contacting vendors for invoicing order cancellations/amendments/status etc.
o Sourcing and applying of freight and special service quotes.
o Expediting a pick on an order or any other distribution request.
o Expediting of drop ship orders as needed.
o Estimated delivery dates or lead times on products.
Understanding and support of established client business processes that align with Pre-Invoice Support
Navigation and understanding of external business partner resource tools and reporting.
Attainment of specified goal targets and objectives for direct job scope and overall department performance.
Building solid relationships with other internal departments and vendors.
Evaluation of current processes for improvement and work on recommendations with management.
Working as a team to manage daily workflow.
Handling escalated customer issues when necessary.
Answering emails and incoming calls from internal customers as needed.
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 and be 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
Excellent professional experience in Order Management/Quoting/Contractingor 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
Proficient in Microsoft Office applications.
Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders
Excellent organizational and creative problem-solving skills.
Demonstrated resourcefulness with critical attention to details.
History of balancing competing priorities with the ability to adapt to the changing needs of the business while
meeting deadlines.
Demonstrated ability to quickly learn new systems and processes and put them into practical use.
Excellent typing and data entry skills.
Diploma / Post Graduation in International supply chain management / Sourcing Management
Oracle Service now SAP knowledge and experience would be an added advantage
Proficiency in coaching skills and with high level of confidentiality and professionalism
Possess the following key behaviors: Accountability Planning and Organization Teamwork Flexibility and Problem Solving
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.
Required Experience:
Manager
Employment Type
Full-Time
