Senior Associate- Sales Support Analyst
4 weeks ago
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 Senior Associate- Sales Support Analyst.
General Purpose:
Collaborate with Innovative 3Mers Around the World
Choosing where to start and grow your career has a major impact on your professional and personal life, so it’s equally important you know that the company that you choose to work at, and its leaders, will support and guide you. With a diversity of people, global locations, technologies and products, 3M is a place where you can collaborate with 93,000 other curious, creative 3Mers.
Job Summary: -
Ther person hired for the position of Sales Support Analyst will handle varied internal customer transactions, including inbound calls, customer sample order entry and servicing customer accounts, communicate with other departments and providers to research and resolve issues, identify areas to improve communications and efficiency of operations through continuous improvement efforts, work to enhance knowledge in key service areas, and other duties as assigned.
Customer = Internal – Stakeholders includes sales, marketing, technical, customer service & logistics
External – Brokers, Merchandisers & 3M account customers
Key Responsibilities:
Primary Responsibilities include but are not limited to the following:
• Communicates clearly and professionally with the customer by telephone and/or written correspondence.
• Assists and trains internal customers with various processes & system and directs to appropriate resources.
• Has knowledge and understanding of the current processing systems and can provide service to internal and external customers.
• Investigates & handle internal and external customer inquiries, claims and complaints, interprets policies and regulations, and communicate with other departments to identify, and implement service solutions and resolve issues
• Practices first call resolution with external customers to, improve customer satisfaction.
• Identifies repeat issues and patterns, provides insights to improve processes and customer satisfaction.
• Participates in and maintains a quality service culture.
• Supports the organization’s quality and customer service program(s)
• Participates in or leads department initiatives and shares knowledge with colleagues.
• Strong relationship building, analytical and problem-solving skills.
• Ability to develop relationships with internal and external stakeholders.
• Monitor and manage the sales support inbox & calls.
• Order follow-up and general Data entry.
• Organizing meeting venues and catering including assisting with Trade Shows
• Printing and sending or reports as required.
Qualifications
Minimum qualifications
• Candidate must be a graduate of a 4-year course.
• Good years of experience related to Sales Operations.
• Excellent communication skills, both written and oral. Must be fluent in English (and any language if specifically identified in the position).
• Highly customer service and quality-oriented mindset
• Proficient research, analytical and problem-solving skills.
• Continuous improvement mindset.
• Good knowledge of MS Office Tools.
• Structured approach to effectively and efficiently planning own workload.
• Team oriented person who can focus on the details.
Preferred qualifications
• Knowledge of Salesforce and SAP, POS platforms such as Vistex.
• Knowledgeable in Power BI and other reporting tools.
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