Order Management Analyst

Job Description for Order management.

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 that’s 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 innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, 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

 Bachelor's degree 

 Excellent 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 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 

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. 

Let’s 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.