Customer Facing Senior Specialist – Domain Trainee – German – Hybrid Katowice

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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of the Customer Facing senior Specialist Domain Trainee German Hybrid Katowice
Purpose of Job:
Ensuring the required level of customer service according to business needs and strategies of Sales Supply Chain and Finance departments within cross-functional teams. Responsible for the relationship with the external and internal customers for the order to cash process (orders deliveries returns escalated claims escalated overdue etc.) and solve any issue in order to achieve the objectives fixed in terms of service and receivables. Ensuring efficiency and a high standard of operations: identification and removing inefficiencies in the processes making improvements in the daily operational work. Coordinating all required continuous improvement actions.

Responsibilities
Accountability (Deliverable Outputs):
Provide requested services to customers as a part of Service Catalogue
Review and provide information about the situation of their orders deliveries and invoices data
Monitor customer compliance to agreed logistic trade terms
Review and provide logistic or descriptive information of products
Inform the customer about the out of stock proactively and when that affects the order
Manage the unloading time slots with customers
Review and provide information about escalated cash collection claims and credit situation
Maintain the record of the most common issues and problems and their solution status
Accountable for an alert generated by its own customers and ensure they are solved within agreed times
Ensure proper Master Data
Coordinate Master Data requests from customer/ other functions
Follow up if needed with the customer regarding product & price lists for master data updates
Maintenance of customer contacts
Support proper Order Management process
Review blocked orders for delivery for certain scenarios e.g. minimum order quantity requested delivery date etc. with the customer and in cooperation with Order Validation Specialist
Monitor that customer place orders according to the agreed schedule and rules
Support proper Claims Management process
Ensure proper flow of claims between customer.
Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
Claims resolution communication (pricing logistic trade terms) to customers as per customer Service Catalogue
Ensure the readiness of customer to accept rejection of their claims and pay disputed value
Deal with escalations form price logistic and trade terms Claims Specialists
Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
Support Cash Collection & Credit Management activities
Follow up escalated overdue invoices with the customer
Support the whole team with the actions mentioned in B2C agenda
Lead continuous improvement agenda for E2E process
Perform analyses
Developing cooperation and removing inefficiencies in the activities of the customers sales and other roles
Having expertise knowledge and full understanding of operational and business KPI
Sharing wide CS experience as best practice
Proactively leading the agenda independently with different stakeholders

Qualifications
Minimum qualifications
Customer Focus (focus on external and internal customers)
Bias for action (focus on results and use of intelligent risk taking)
Team Alignment (team player; supports and respects others)
Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
Good MS Excel skills
Good knowledge of SAP Customer Facing related transactions and workflows
Good knowledge of financial controls related to Customer Facing processes
Deep knowledge of SAP Pega systems
Ability to work with various IT applications
Strong analytical skills including analysis of complex data
Preferred Qualification
Problem solving and decision-making ability
Excellent communication skills ability to cooperate with internal customers
Fluent German and English
Customer service orientation
Very good presentation skills
Strong analytical skills
Ability to work effectively under pressure
University Graduate (min. Bachelor)
Required experience in Customer Facing area

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.