Assistant Manager-Order management (Customer supply chain subject matter expert)

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 Assistant Manager, Order management (Customer supply chain subject matter expert)!
In this role, person is responsible for providing excellent customer service and maintaining strong professional relationships with assigned customers and Sales Teams. Perform a broad variety of customer and order service duties relative to the entry and post entry service for all types of orders. Professionally and promptly resolve customer questions and problems by thoroughly researching issues, identifying root causes and offering solutions. Demonstrate sound business judgement by knowing how to prioritize critical tasks during very busy demand patterns. Responsible for performing a variety of accounts receivable duties including the resolution of customer deductions pertaining to sales/shipment allowances. Collaborate with other departments as necessary to process orders: secure appointments, clarify transportation requirements, track display pallets or DSD orders. Keep management well informed of activities and significant problems and provides support to area staff as needed.
Responsibilities

• Primary responsibility is to manage the order life cycle from creation through delivery to ensure accurate pricing, terms of sales, lead-times, special pack requirement and inventory availability. Build and maintain accurate account profiles.
• Work with Customer Supply Chain Manager and Sales management to analyse, evaluate, and solve for opportunities to improve key service metrics such as Incentive Pricing, Order fill, On time delivery, Invoice accuracy, case fill, etc.
• Communicate with customers by tracking orders and shipments, trouble shooting and responding to all other questions, inquires and complaints in a timely fashion. Meet service level expectations as defined by the customer and sales team.
• Coordinate with Sales, Manufacturing and Distribution to resolve service issues and other order discrepancies which could negatively impact the customer
• Provide back up support to other members of the Customer Service Team and perform miscellaneous duties as required. Required to track key metrics for annual performance review.
• The job complexity is related to the customers assigned to this position. It is based upon a variety of factors including number of orders, buyers, distribution centres and the complexity of the customer account. The order entry method is mainly EDI, with the possibility of non-complex CRP accounts.
• With guidance from the Team Leader, analyse and evaluate alternative solutions to respond to internal and external customer requests related to lead time exceptions, special events / ads, late-delivery notifications, pricing promotion problems, deductions, merchandise return requests, account consolidations, allocation restrictions and product availability within department and corporate guidelines.
• Clear verbal and written communication to explain issues and propose solutions to customers, sales teams or managers
• Monitor weekly/monthly on time delivery performance. Research root causes for reliability failures and support the team leader in developing corrective action plans with cross functional supply chain counterparts including Transportation, Transplace and Warehousing
• Maintain monthly supply chain scorecard, with collaboration from Team Leader to monitor service performance, Customer program compliance, on time delivery.
• Elevate to the customer supply chain manager cost savings opportunities around case pick, full pallet ordering and internal network optimizations
• Owns and manages customer specific service metrics and provides proactive communication and action plans to mitigate service risk

Working Conditions:

• Work location – Noida Sec 135, Evening and night shift (North America), work from office
• Office environment is very busy during September through February and at all fiscal quarter closes (OCT, JAN, APR, JUL). Physical presence in the office is must during key periods.

Some holiday and weekend coverage required throughout the year
Qualifications we seek in you!
Minimum Qualifications

• Bachelor's Degree
• Experience in a Customer Service with emphasis on Order Management, Transportation, and experience working with cross-functional business units in a high-volume consumer products environment preferred.
• Demonstrated ability to quickly learn new system (e.g. SAP, MicroStrategy, etc.).
• Microsoft Office skills. Proficient in Excel and capable of managing data for insights
• Demonstrated experience working cross-functionally and managing multiple priorities desired.
• Demonstrated ability to look at problems or projects from the perspective of the customers, competitors, coworkers and managers.

Preferred Qualifications/ Skills

• Excellent verbal and written communication abilities.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• knowledge of MS Office (Word, Excel & Powerpoint).
• Problem-solving mindset with a customer-focused approach.
• Strong interpersonal skills to effectively collaborate with internal teams and customers.

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.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.