Assistant Manager - Customer Enablement / Experience: ICAN

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Inviting applications for the role of ICAN Management Trainee/Assistant Manager
Manages the progress and performance of the ICAN team and is a direct supervisor who has closest proximity with Internal teams. The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.

Responsibilities
Timely resolution of requests flowing through ICANs case management system requiring:
o Research and/or tracking of an order.
o Contacting vendors for invoicing, order cancellations/amendments/status, etc.
o Sourcing and applying of freight and special service quotes.
o Expediting a pick on an order or any other distribution request.
o Expediting of drop ship orders as needed.
o Estimated delivery dates or lead times on products.
Understanding and support of established CDW business processes that align with Pre-Invoice Support
Navigation and understanding of external business partner resource tools and reporting.
Attainment of specified goal targets and objectives for direct job scope and overall department performance.
Building solid relationships with other internal departments and vendors.
Evaluation of current processes for improvement and work on recommendations with management.
Working as a team to manage daily workflow.
Handling escalated customer issues when necessary.
Answering emails and incoming calls from internal customers as needed.
Assist to hire, groom and help new members to onboard
Provide input for promotions and staff reviews
Facilitate regular 1 on 1 meetings and direct goal development and progress
Perform weekly trending-based coaching to manage team members performance
Handle a Team of FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team
Contact person for client and internal stakeholders for any customer relations related issues.
Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners
Support and coordinate the team on daily processing/operations, workload allocation
Manage the flow of day-to-day operation, Respond to customer queries and concerns

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelor's degree
5+ years of professional experience in Order Management/Quoting/Contracting or Customer Relations
Industry Experience - Services or hi-tech industry
Process/Domain Experience:
o Order Management (Entry/Amendment)
o Quote to cash process and sales administration
o Coordination with Logistics / Supply chain teams
o Pre-Sales & Post-Sales Support
Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Preferred Qualifications/ Skills
Proficient in Microsoft Office applications.
Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders CEFR Level B1 or B2
Excellent organizational and creative problem-solving skills.
Demonstrated resourcefulness with critical attention to details.
History of balancing competing priorities with the ability to adapt to the changing needs of the business while
meeting deadlines.
Demonstrated ability to quickly learn new systems and processes and put them into practical use.
Excellent typing and data entry skills.
Diploma / Post Graduation in International supply chain management / Sourcing Management
Oracle, Service now, SAP, knowledge and experience would be an added advantage
Proficiency in coaching skills and with high level of confidentiality and professionalism
Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

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.
Lets build tomorrow together.