Assistant Manager - Customer Enablement / Experience: ICAN

Ready to shape the future of work?

At Genpact, we dont just adapt to changewe drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were 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 thats shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of ICAN Management Trainee/Assistant Manager

Manages the progress and performance of the ICAN team and is a directsupervisor 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 client 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

Excellent professional experience in Order Management/Quoting/Contractingor 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 Coordinatio