Customer Service Specialist Order Validation - Senior Process Associate – E

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 Specialist Order Validation - Senior Process Associate – English – Hybrid Katowice
Perform operational tasks related to validating the orders in the system and its resolution accurately and efficiently to achieve the fixed service level target and coordinating all required continuous improvement actions. Solving issues and making decision based on the best knowledge of the processes from O2C area.

Responsibilities

• Caring for the correctness and timeliness of the process
• Responsibility for the process (knowledge of procedures, rules) in respective process area and its correlation to linked processes
• Ensuring efficiency and high standard of operations: identification and removing inefficiencies in the processes, making improvements in the daily operational work
• Support specialists in respective (also linked) functions
• Order Validation processes execution according to agreed priorities:

o Checking standard and non-standard orders to ensure they are accurate and can be processed to the next stage of the OTC process
o Execution within agreed lead times
o Order modification upon customer
o Order validation in a massive basis
o Blocking orders for delivery when are not ready for stock allocation
o Blocking orders for billing when are not ready for invoicing process
o Monitoring KPI and focusing on proper priorities to meet them

o Working with the existing tools and maintaining them properly

• Efficient and Self-driven in problem solving and decision taking
• Regular Error Log monitoring and analysis
• Monthly KPI Monitoring and analysis
• DTP (Desktop Procedures) ownership
• Supporting SME and LM in continuous improvement agenda
• UATs (User Acceptance Test) of new functionalities in SAP and related systems
• New Joiners onboarding

Preferred qualifications

• Customer Focus (focus on 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)
• Problem solving and decision-making ability
• Ability to work with various IT applications (SAP, CRM, country specific systems, reporting tools, etc.)
• Fluent in English – B2
• Communicative in German-B1
• Strong analytical skills
• Ability to set priorities and to work effectively under pressure of time
• Advanced knowledge of MS Office & good knowledge of SAP system

• Caring for the correctness and timeliness of the process
• Responsibility for the process (knowledge of procedures, rules) in respective process area and its correlation to linked processes
• Ensuring efficiency and high standard of operations: identification and removing inefficiencies in the processes, making improvements in the daily operational work
• Support specialists in respective (also linked) functions
• Order Validation processes execution according to agreed priorities