Process Associate

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._

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- Responsibilities_
- _Successfully pass the test given at the end of the induction training._
- _Attend and complete all periodic trainings assigned in the learning platform and all trainings individually assigned by the Team Leader._
- _Adhere to the client's defined processes, procedures, and company policies._
- _Use information extracted from SAP to:_
- o Confirm/create/cancel/change/check status of orders._
- o Add or remove hold._
- o Offer assistance in processing Return Merchandise Authorizations (RMAs)._
- o Check supply availability._
- o Create credit or debit notes._
- o Extract invoices._
- o Manage backlog orders._
- o Track/Cancel/Pull-in/Expedite shipments._

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- _Use client-specific tools and websites to offer additional information or documents to customers and succesfully complete their queries._

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- _Communicate with the logistics and warehouse partners to keep customers informed regarding availability of products, delivery timelines, provide relevant documents, and to mediate unexpected delays/situations._
- _Build a rapport with recurring customers and stakeholders._
- _Proactively manage backlog orders and take necessary action to avoid shipping delays._
- _Understand and correctly use escalation paths within local and worldwide support teams, mindfully providing all relevant details in the escalation notes._
- _Flag any newly received process update or information (from a customer or stakeholder) so that the Quality Analyst, Process Trainer, or Team Leader may update it in the local knowledge base._
- _Cross-train in another Line of Business (IoT, DISTI, Direct, Backlog) after the Team Leader deems you ready to take on another LOB, mainly for backup purposes._
- _Attend the periodic case quality sessions and incorporate feedback given by the Quality Analyst._
- _Flag any process inconsistencies or concerns to the Team Leader._
- _Be aware of the annual goals in terms of service delivery, quality, and learning._
- _Work toward meeting the team’s contractual metrics._

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- _Assist the process trainer or the management team with any additional requests or requirements formulated - one-time/daily/weekly reports or tasks._
- _Suggest and implement process improvement ideas using the Lean and Six Sigma (LSS) methodology and tools._
- _Successfully pass the periodic product, process, language knowledge tests given by the client, process trainer or management team._
- _Attend the weekly/monthly team huddle/townhall/support updates meetings._
- _Aid new colleagues whenever possible (e.g., shadowing, knowledge sharing)._
- _Flexibly arrange work schedule with colleagues, according to business needs._
- _Flag personal training requirements or interest over a particular domain/position to Team Lead._

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- _Flag any individual needs or concerns in a timely fashion to the Team Leader._

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- Qualifications we seek in you_
- Minimum Qualifications / Skills_
- _Good written communication skills._
- _Technical appetite - ready to learn more about desktop computers._
- _Microsoft Excel knowledge - beginner level._
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- Preferred Qualifications/ Skills_
- _Accounting knowledge - beginner level._
- _Experience using Sales Force._
- _Experience in B2B (Business to Business) support_
- _Comfort with technology - ability to individually research solutions and present them in a structured fashion._
- _University graduate (Economic studies are an advantage)._

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Job_**_Process Associate_

**_ Primary Location_**_India-Hyderabad_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Oct 9, 2024, 6:13:22 PM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_