Customer Service Specialist - Order Management

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

This is a hybrid role.

You will work with clients to run their customer service order management function. Our focus is on technology-enabled business transformation, and we partner with some of the most advanced planning systems providers. We are seeking a highly motivated and experienced CPG Customer Service Order Management Specialist to join our dynamic team. The ideal candidate will have a strong background in customer service and order management within the CPG industry, ensuring that orders are processed accurately and efficiently while maintaining a high level of customer satisfaction.

Responsibilities

• You will be the face of client’s North America to our Customers replenishment team.  
• Manage the order life cycle from creation through delivery to ensure accuracy and policy adherence.  
• Professionally and promptly lead the resolution of all issues related to customer orders; resolve customer questions and problems by thoroughly researching issues, identifying root causes, and offering solutions.  
• Partner with the assigned Customers and Field Sales/Internal Supply Chain teams to meet service objectives and deliver profitable growth. 
• Demonstrate good business judgment by knowing how to prioritize critical tasks in a fast-paced, self-managed team environment. 
• Deliver specific and measurable cost savings and service improvements that deliver positive results. 
• Collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate the outcome. 

• Bachelor’s Degree required, preferably in Supply Chain. (Experience in Customer Service, Logistics or Supply Chain experience and/or internal experience may be considered in lieu of degree) 
• Intermediate level Microsoft Office skills - emphasis on ability to use Excel formulas, functions, and pivot tables, and SAP experience required. 
• Demonstrate experience or relevant knowledge in the following areas: Order Fulfillment & Management, Transportation, Pricing Structure, Inventory Management, and the Credit and Returns process. 
• Excellent communication skills both written and verbal; capacity to comfortably interact with all levels of the business. 
• Ability to collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate.  
• You have judgment to resolve issues with the appropriate sense of urgency. 
• You can maintain productivity and professionalism while under pressure to meet strict deadlines and balance multiple priorities. Displays attention to detail for both accuracy and content. 
• Must be able to speak English.

This is a remote, work from home position. Travel tends to fluctuate depending on client needs but typically very limited.  

If you are interested in a phone interview please advise a good number
and day/time to reach you. I look forward to hearing from you!