Customer Care Services Senior Process Associate –German Remote PL

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.

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Inviting applications for the role of Customer Care Services Senior Process Associate German - Remote PL
Customer Care Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders

General Responsibilities

Delivering exceptional level of service to our customers involving several key responsibilities that include:
Response to customer inquiries via e-mail telephone fax or system
Dealing with the service requests making service order entries in SAP/ Service Max handling engineers schedule engineers dispatch and other such requests
Order processing in relevant customer service systems which includes orders entry maintenance update status progress reviews
Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools
Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required
Set-up and manage users as part of new user as needed
Support the testing of new features enhancements and report on results as needed
Instrument ordering (in some EU countries other countries by Customer Service) Coordination Planning and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only)
Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts alarms and/or connectivity issues as they arise
Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures Quality Systems FDA and other relevant regulations
Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed
Participate in audits as needed
Administer Field calibrated tools as needed to ensure compliance
Collaborate with vendors and internal personnel to achieve desired results
Ensure info/documentation for calibrated equipment is maintained up to date properly stored and accessible
Ensure non-conforming tools are identified and restored to a conforming state
Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant
Perform other tasks requested by the manager to reach team objective or the companys objectives based on current needs
Actively participate in the on-going assessment of customer support processes and incorporate approved improvements
Successfully graduating the training plan attached to the position and the tasks
Develop and update process documentation as needed

Minimum Qualifications and Experience
Min. bachelor university degree
Strong stakeholders management skills
Excellent communication skills (verbal & written) and customer service skills
Strong analytical and organizational skills
Resilience and ability to work under pressure
Fluency in spoken and written English & German is a must (any other European language would be a plus)
Very good knowledge of Microsoft Office for work purposes esp. Outlook Excel. ServiceMax knowledge would be extra advantage as well as any kind of workflow / voice solution systems
Experience in customer service for the lab / medical device business would be desired
Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures
Solution-oriented. Identifies and analyses problems to make logical fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies
Anticipates identifies and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback follow-up and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer
Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals
Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions

Languages
Excellent English & German language skills

Shift Requirement
Standard Shift Monday to Friday 9:00 am to 5:30 pm (CET)

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.
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