Management Trainee - 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

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

Preferred Qualifications / Skills

Why join Genpact