Manager - Platform Deployment Specialist Customer Care Specialist - AOT
Genpact
- Bangalore, Karnataka
- Permanent
- Full-time
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Manager - Platform Deployment Specialist Customer Care Specialist - AOT
We're looking for someone who has a deep understanding in Order management (verifying data, entering data into the system). Support the design and build of the end-to-end Order management.Responsibilities
- Responsible for successful business transitions of OpCos on quality, time, scope, budget: implementation of Customer Service DBB platforms (Agent Order Taking, Logistics Trade Terms). Supporting the Global Customer Service and DBB deployment team in realizing the yearly project roadmap.
- Manage relationship with DBB deployment team, OpCos and global functional SMEs.
- Provide guidance and supervise OpCo deployment as a platform SME.
- Execute work applying practical methods and processes.
- Provide content expertise, hands-on involvement and overall project management of the implementation in close collaboration with the DBB deployment team/local OpCo teams.
- Localize together with OpCos training materials and perform selected platform trainings.
- Support activity of DBB change and communications workstream.
- Align and manage localization requests with global functional SMEs, DBB deployment team and OpCo.
- Autonomously drive the OpCo engagement and project agenda in alignment with DBB deployment team.
- Transfer knowledge and gradually hand over responsibilities to OpCos.
- Sharing best practices and learnings across OpCos and Global CS&L team.
- work experience in Customer Service operations and E-commerce
- Other fields of expertise: experience in Commercial roles a plus
- Functional skills: experience with customer service platforms, ERP implementations
Minimum Qualifications
- Graduation/ Masters
- Years’ experience in AOT
- Should have worked in alternate tools like –
o Sales force service cloud or
o any other CRM tools.
- Proficient in spoken and written English
- Ability to work with various IT applications (SAP CRM, ARC, internal UL and 3PLP platforms
- Strong analytical skills required.
- Customer service orientation
- Ability to work effectively under pressure.
- Advanced knowledge of MS Office, Excel & good knowledge of SAP system
- Customer Focus (focus on internal customers and impact on our external 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)
- Analytical skills
- Technical skills must have – VBA coding, other coding skills, Macro’s skills
- Must be able to resolve any issues in Order processing.
- SOP/Workflow documentation is must.
- Strong in communication & stakeholder management and in relationship building and collaboration at all levels of the organisation. Good organisational and planning skills. Strong cultural awareness and versatility in styles.
- Must be a team player and able to work collaboratively with and through others. Flexible and adaptable; able to work in ambiguous situations, dealing with complexity and time pressure.
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.