Process Developer

3 days ago

Hyderabad, India Genpact Full time

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 Process Associate/Process Developer/Management Trainee/Assistant Manager (5A/5B/4A/4B), [Order Management

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. 

Answer customer queries via e-mail, depending on customer requirements, as per the service levels agreed in terms of response time. 

Adhere to the client's defined processes, procedures, and company policies.

Use information extracted from SAP to:

Confirm/create/cancel/change/check status of orders.

Add or remove hold.

Offer assistance in processing Return Merchandise Authorizations (RMAs).

Check supply availability.

Create credit or debit notes.

Extract invoices.

Manage backlog orders.

Track/Cancel/Pull-in/Expedite shipments.

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

Update customer information (e.g., name, e-mail address) in the system, if necessary.

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.

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.

Keep up to date with company news and communications via the approved channels (e-mail, Microsoft Teams, etc.).

Flag personal training requirements or interest over a particular domain/position to Team Lead.

Flag any individual needs or concerns in a timely fashion to the Team Leader.

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.

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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