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.