[Hiring] Senior Associate - Customer Care - Sales & Support @BrightClaim

Role Description

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it.

Job Responsibilities:

• Provide excellence in Customer Service through business specific and knowledge driven order management & problem solving to manage critical line stop or aircraft on ground situations.
• Utilize Salesforce, SAP & customer specific portals to manage the end to end order flow, including order entry and worklist management, ensuring all transactions meet compliance standards and defined Service Level Agreements.
• Accountable for OTC missed OTIF, investigations & corrective actions.
• Maintain critical customer specifications, customer master data & part numbers within SAP.
• Proactively notify customers of any issues with transmitting or entering their order due to pricing, Certs, MOQ issues or any other identified issues.
• Collaborate with internal stakeholders to ensure customer orders flow and resolve queries in a timely manner.
• Build & maintain a strong & collaborative relationship with the Proactive Customer Facing CSRs & the business.
• Take ownership, troubleshoot and resolve any line stop or Aircraft on Ground situations, liaising with all stakeholders during investigation and resolution.
• Conduct order & LOOP trend analysis to identify customer order trends and opportunities for improvements.
• Meet all company defined metrics, KPIs & SLAs.
• Participate in company initiatives such as daily tier reviews, team meetings, training, and complete all compliance and EHS courses as required.
• Prepare reports, analyses, summaries and qualitative indicators.
• Provide reports to assigned business team to enable end-to-end process visibility.
• Engage in continuous improvement of processes & LSS projects as a leadership or core team member.
• Actively participate in transition, supporting the transition leader and process and quality specialist.
• Handle more complex transactions, processes, and/or provide training and support.
• Provide on-call duties when required.
• May be required to travel internationally if needed.
• Perform other activities delegated by direct supervisor.
• Act according to regulations and policies.

Qualifications

• Bachelor's degree or higher from an accredited university.
• Minimum years of equivalent work experience in Supply Chain, Manufacturing, Complaints Handling, Customer Issue Resolution, Operations or Customer Service.
• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing.

Requirements

• Certifications: Certified Implementation Specialist - Customer Service Management - ServiceNow, ITIL Foundation - Axelos, Professional Customer Service (PCS) - Horeca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - Cornerstone.
• Required Skills: Content Management, Content Management Systems (CMS), Customer Care, Data Analytics, Data Consulting, Data Science, Data Tools, Google Analytics, Help Desk Support, Invoice Payments, Marketing Analytics, Microsoft Office, Salesforce (Software), Social Media.
• Language: German (Required), Language Proficiency - Advanced - C1.

Benefits

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter.
• Make an impact – Help global enterprises solve business challenges that matter.
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead.
• 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.