Manager - Customer Enablement / Experience: Customer Relations

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 directsupervisor 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

.Bachelor%27s degree

.Excellent professional experience in Order Management/Quoting and ContractingOr Customer Relations.

.Industry Experience - Services or hi-tech industry

.Process/Domain Experience:

oOrder Management (Entry/Amendment)

oQuote to cash process and sales administration

oCoordination with Logistics / Supply chain teams

oPre-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 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