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Customer Service (Customer Facing Specialist) - Senior Process Associate - Spanish


With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of the Customer Service (Customer Facing Specialist)- Senior Process Associate with Spanish 

Roles and Responsibilities 
    Provide requested services to customers as a part of Service Catalogue
•    Review and provide information about the situation status of their orders, deliveries, and invoices data.
•    Monitor customer compliance to agreed logistic trade terms.
•    Provide logistic or descriptive information of products.
•    Inform the customer about the out of stock proactively and when orders are affected clarifying solution date  
•    Manage the unloading time slots with customers
•    Solve customer issues within given/ agreed time frame.
    Ensure proper Master Data
•    Coordinate Master Data requests from customer/ other functions
•    Follow up if needed with the customer regarding product & price lists for master data updates
•    Maintenance of customer contacts 
    Support proper Order Management process
•    Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
•    Monitor that customer place orders according to the agreed schedule and rules.
•    Communicate proactively about order changes, short orders and shipment/warehouse delays
    Support proper Claims Management process
•    Contribute to the proper return process by clear rules agreement or direct contact with customer if needed
•    Claims resolution communication (pricing, logistic) to customers as per Customer Service Catalogue
•    Deal with escalations from price and logistic Claims Specialists.
•    Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
•    Support resolution and closure of invalid claims 
    Support Cash Collection & Credit Management activities
•    Follow up escalated overdue invoices with the customer
•    Work closely with sales and business teams to ensure complete, timely and accurate receipt of remit advise and escalation when needed
    Lead continuous improvement agenda for served customers
•    Developing cooperation and removing inefficiencies in the activities of the customers
    Understanding of business & local market specifics when applicable.


Qualifications 
Minimum qualifications
•    Customer Focus (focus on external and internal customers)
•    Bias for action (focus on results and use of intelligent risk taking)
•    Team Alignment (team player; supports and respects others)
•    Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
•    Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
•    Good communication skills, ability to cooperate with external and internal customers
•    Proactive problem solving and decision-making ability
•    Ability to work with various IT applications (SAP, PEGA, AR Collect, reporting tools, etc.)
Preferred qualifications
•    Fluent in Spanish (must-have) & English & French (optional)
•    Analytical skills
•    Customer service orientation
•    Ability to work effectively under pressure 
•    Knowledge of MS Office
•    Knowledge of SAP system will be an asset
•    Self-motivated and independent personality with strong problem-solving skills as well as a strongly developed proposal thinking mindset
•    Understanding of business and local market specifics when applicable

What can we offer?
•    Attractive salary;
•    Stable job offers - employment contract
•    Work in a multicultural and diverse environment with employees from over 30 countries
•    Genpact supports professional trainings and great career development opportunities
•    Free access to our award-winning learning platform 
•    Benefits such as Insurance, Luxmed, additional vacation days, biking policy
As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.
Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates 
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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
 

Job: Senior Process Associate

Job ID: CPG030790

Primary Location: Poland - Katowice

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Feb 22, 2022

Master Skills List: Operations

Job Category: Full Time