Assistant Manager - Customer Enablement / Experience : Customer Relations

Ready to shape the future of work?

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

oOrder Management (Entry / Amendment)

oQuote to cash process and sales administration

oCoordination with Logistics / Supply chain teams

oPre-Sales & Post-Sales Support

Preferred Qualifications / Skills

Why join Genpact?

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.