Customer Service - Senior Process Associate – Czech– Remote Poland

at  Genpact

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.
Inviting applications for the role of Customer Service - Senior Process Associate – Czech– Remote Poland
Purpose of the job:
Ensuring the required level of customer service, according to business needs and strategies of Sales, Supply Chain and Finance departments, within cross-functional teams. Responsible for the relationship with the external and internal customers for the order to cash process (orders, deliveries, returns, escalated claims, escalated overdue, etc.) and solve any issue in order to achieve the objectives fixed in terms of service and receivables. Ensuring efficiency and a high standard of operations: identification and removing inefficiencies in the processes, making improvements in the daily operational work. Coordinating all required continuous improvement actions.

Responsibilities

• Accountability (Deliverable Outputs):
• Provide requested services to customers as a part of Service Catalogue
• Review and provide information about the situation of their orders, deliveries and invoices data
• Monitor customer compliance to agreed logistic trade terms
• Review and provide logistic or descriptive information of products
• Inform the customer about the out of stock proactively and when that affects the order
• Manage the unloading time slots with customers
• Review and provide information about escalated cash collection, claims and credit situation
• Maintain the record of the most common issues and problems and their solution status
• Accountable for an alert generated by its own customers and ensure they are solved within agreed times
• Ensure proper Master Data
• Coordinate Master Data requests from customer/ other functions
• Follow up if needed with the customer regarding product & price lists for master data updates
• Maintenance of customer contacts
• Support proper Order Management process
• Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
• Monitor that customer place orders according to the agreed schedule and rules
• Support proper Claims Management process
• Ensure proper flow of claims between customer, 3PLP (IBM) and
• Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
• Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
• Ensure the readiness of customer to accept rejection of their claims and pay disputed value
• Deal with escalations form price, logistic and trade terms Claims Specialists
• Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
• Support Cash Collection & Credit Management activities
• Follow up escalated overdue invoices with the customer
• Support the whole team with the actions mentioned in B2C agenda
• Lead continuous improvement agenda for E2E process
• Perform analyses
• Developing cooperation and removing inefficiencies in the activities of the customers, sales and other roles
• Having expertise knowledge and full understanding of operational and business KPI,
• Sharing wide CS experience as best practice

• Proactively leading the agenda independently with different stakeholders

• Qualifications we seek in you!

Minimum Qualifications

• Customer Focus (focus on external and internal customers)
• Bias for action (focus on results and use of intelligent risk taking)
• Team Alignment (team player; supports and respects others)
• Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
• Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
• Good MS Excel skills
• Good knowledge of SAP Customer Facing related transactions and workflows
• Good knowledge of financial controls related to Customer Facing processes
• Deep knowledge of SAP, Pega systems
• Ability to work with various IT applications
• Strong analytical skills including analysis of complex data

Preferred Qualification

• Problem solving and decision-making ability
• Excellent communication skills, ability to cooperate with internal customers
• Fluent Czech and English
• Customer service orientation
• Very good presentation skills
• Strong analytical skills
• Ability to work effectively under pressure
• University Graduate (min. Bachelor)
• Required experience in Customer Facing area

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional tranings and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Insurance, Luxmed, additional vacation days, biking policy

“As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.
Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.”
JobSenior Process Associate
Primary LocationPoland-Katowice
ScheduleFull-time
Education LevelMaster’s / Equivalent
Job PostingNov 6, 2024, 3:56:45 PM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Tim

• Accountability (Deliverable Outputs):
• Provide requested services to customers as a part of Service Catalogue
• Review and provide information about the situation of their orders, deliveries and invoices data
• Monitor customer compliance to agreed logistic trade terms
• Review and provide logistic or descriptive information of products
• Inform the customer about the out of stock proactively and when that affects the order
• Manage the unloading time slots with customers
• Review and provide information about escalated cash collection, claims and credit situation
• Maintain the record of the most common issues and problems and their solution status
• Accountable for an alert generated by its own customers and ensure they are solved within agreed times
• Ensure proper Master Data
• Coordinate Master Data requests from customer/ other functions
• Follow up if needed with the customer regarding product & price lists for master data updates
• Maintenance of customer contacts
• Support proper Order Management process
• Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
• Monitor that customer place orders according to the agreed schedule and rules
• Support proper Claims Management process
• Ensure proper flow of claims between customer, 3PLP (IBM) and
• Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
• Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
• Ensure the readiness of customer to accept rejection of their claims and pay disputed value
• Deal with escalations form price, logistic and trade terms Claims Specialists
• Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
• Support Cash Collection & Credit Management activities
• Follow up escalated overdue invoices with the customer
• Support the whole team with the actions mentioned in B2C agenda
• Lead continuous improvement agenda for E2E process
• Perform analyses
• Developing cooperation and removing inefficiencies in the activities of the customers, sales and other roles
• Having expertise knowledge and full understanding of operational and business KPI,
• Sharing wide CS experience as best practice
• Proactively leading the agenda independently with different stakeholder