Customer Service Specialist

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 application for Customer Service Specialist – Order Management Agent, Supply Chain Service Line, Mexico Your Role You will work with clients to run their customer service order management function. Our focus is on technology-enabled business transformation, and we partner with some of the most advanced planning systems providers. We are seeking a highly motivated and experienced CPG Customer Service Order Management Specialist to join our dynamic team. The ideal candidate will have a strong background in customer service and order management within the CPG industry, ensuring that orders are processed accurately and efficiently while maintaining a high level of customer satisfaction. Responsibilities You will be the face of client to our Customers replenishment team. Manage the order life cycle from creation through delivery to ensure accuracy and policy adherence. Professionally and promptly lead the resolution of all issues related to customer orders; resolve customer questions and problems by thoroughly researching issues, identifying root causes, and offering solutions. Partner with the assigned Customers and Field Sales/Internal Supply Chain teams to meet service objectives and deliver profitable growth. Demonstrate good business judgment by knowing how to prioritize critical tasks in a fast-paced, self-managed team environment. Deliver specific and measurable cost savings and service improvements that deliver positive results. Collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate the outcome. Qualifications Bachelor’s Degree required, preferably in Supply Chain. (Progressive Customer Service, Logistics or Supply Chain experience and/or internal experience may be considered in lieu of degree) Intermediate level Microsoft Office skills - emphasis on ability to use Excel formulas, functions, and pivot tables, and SAP experience required. Demonstrate experience or relevant knowledge in the following areas: Order Fulfillment & Management, Transportation, Pricing Structure, Inventory Management, and the Credit and Returns process. Excellent communication skills both written and verbal; capacity to comfortably interact with all levels of the business. Ability to collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate. You have judgment to resolve issues with the appropriate sense of urgency. You can maintain productivity and professionalism while under pressure to meet strict deadlines and balance multiple priorities. Displays attention to detail for both accuracy and content. Must be able to speak English. Non-Essential Qualifications: Refrigerated and / or perishable supply chain experience. Familiarity with supply chain best practices in other industries Knowledge of customer behavior & related inefficiencies Location and Travel This is a hybrid/remote, work from home position with one day per week in office. Travel tends to fluctuate depending on client needs but typically very limited. About Us 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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 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.

Location: Guadalajara, MX

Posted Date: 4/26/2025