Assistant Manager - Customer Enablement / Experience: ICAN

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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of ICAN– Management Trainee/Assistant Manager
Manages the progress and performance of the ICAN team and is a direct supervisor who has closest proximity with Internal teams. The ICAN Research Specialist provides pre-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
• Timely resolution of requests flowing through ICAN’s case management system requiring:
o Research and/or tracking of an order.
o Contacting vendors for invoicing, order cancellations/amendments/status, etc.
o Sourcing and applying of freight and special service quotes.
o Expediting a pick on an order or any other distribution request.
o Expediting of drop ship orders as needed.
o Estimated delivery dates or lead times on products.
• Understanding and support of established CDW business processes that align with Pre-Invoice Support
• Navigation and understanding of external business partner resource tools and reporting.
• Attainment of specified goal targets and objectives for direct job scope and overall department performance.
• Building solid relationships with other internal departments and vendors.
• Evaluation of current processes for improvement and work on recommendations with management.
• Working as a team to manage daily workflow.
• Handling escalated customer issues when necessary.
• Answering emails and incoming calls from internal customers as needed.
• 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 and be 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
• Bachelor's degree
• 5+ years of professional experience in Order Management/Quoting/Contracting or Customer Relations
• Industry Experience - Services or hi-tech industry
• Process/Domain Experience:
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
• Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Preferred Qualifications/ Skills
• Proficient in Microsoft Office applications.
• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders – CEFR Level – B1 or B2
• Excellent organizational and creative problem-solving skills.
• Demonstrated resourcefulness with critical attention to details.
• History of balancing competing priorities with the ability to adapt to the changing needs of the business while
meeting deadlines.
• Demonstrated ability to quickly learn new systems and processes and put them into practical use.
• Excellent typing and data entry skills.
• Diploma / Post Graduation in International supply chain management / Sourcing Management
• Oracle, Service now, SAP, knowledge and experience would be an added advantage
• Proficiency in coaching skills and with high level of confidentiality and professionalism
• Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

Why join Genpact?
• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• 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
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.