Customer Facing Senior Specialist – Senior Process Associate – German – Remote Poland
- Katowice, śląskie
- Stała
- Pełny etat
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 that’s shaping the future, this is your moment.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 applications for the role of the Customer Facing senior Specialist – Senior Process Associate – German – Hybrid Katowice
Purpose of Job:
Ensuring the required level of customer service, according to business needs and strategies of Sales, Supply Chain and Finance departments, within cross-functional teams. Responsible for the relationship with the external and internal customers for the order to cash process (orders, deliveries, returns, escalated claims, escalated overdue, etc.) and solve any issue in order to achieve the objectives fixed in terms of service and receivables. Ensuring efficiency and a high standard of operations: identification and removing inefficiencies in the processes, making improvements in the daily operational work. Coordinating all required continuous improvement actions.Responsibilities
- Accountability (Deliverable Outputs):
- Provide requested services to customers as a part of Service Catalogue
- Review and provide information about the situation of their orders, deliveries and invoices data
- Monitor customer compliance to agreed logistic trade terms
- Review and provide logistic or descriptive information of products
- Inform the customer about the out of stock proactively and when that affects the order
- Manage the unloading time slots with customers
- Review and provide information about escalated cash collection, claims and credit situation
- Maintain the record of the most common issues and problems and their solution status
- Accountable for an alert generated by its own customers and ensure they are solved within agreed times
- 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
- Support proper Claims Management process
- Ensure proper flow of claims between customer.
- Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
- Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
- Ensure the readiness of customer to accept rejection of their claims and pay disputed value
- Deal with escalations form price, logistic and trade terms Claims Specialists
- Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
- Support Cash Collection & Credit Management activities
- Follow up escalated overdue invoices with the customer
- Support the whole team with the actions mentioned in B2C agenda
- Lead continuous improvement agenda for E2E process
- Perform analyses
- Developing cooperation and removing inefficiencies in the activities of the customers, sales and other roles
- Having expertise knowledge and full understanding of operational and business KPI,
- Sharing wide CS experience as best practice
- Proactively leading the agenda independently with different stakeholders
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 MS Excel skills
- Good knowledge of SAP Customer Facing related transactions and workflows
- Good knowledge of financial controls related to Customer Facing processes
- Deep knowledge of SAP, Pega systems
- Ability to work with various IT applications
- Strong analytical skills including analysis of complex data
- Problem solving and decision-making ability
- Excellent communication skills, ability to cooperate with internal customers
- Fluent German and English
- Customer service orientation
- Very good presentation skills
- Strong analytical skills
- Ability to work effectively under pressure
- University Graduate (min. Bachelor)
- Required experience in Customer Facing area
- 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
Let’s build tomorrow together.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 respect and integrity, customer focus, and innovation.
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