Process Developer - 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 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 Customer Relations Analyst, Process Developer
The Customer Relations Analyst 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
• Gathering information from logistics partners and informing customers regarding Coordinating with demand control team to obtain availability dates of short / unavailable items on customer’s order
• 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 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 manage the delivery process to ensure return of goods to the final recipient.

Qualifications we seek in you!
Minimum Qualifications / Skills
• Any graduate
• 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.
• Project based billing collation and computation Experience of Managing and administering contracts

Preferred Qualifications/ Skills
• Ability to learn quickly
• Diploma / Post Graduation in International supply chain management / Sourcing Management
• Excellent Written & Verbal Communication – CEFR Level – B1 or B2
• Oracle, ServiceNow, SAP, knowledge and experience would be an added advantage

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.