Specialist - Customer service: voice role

Ready to shape the future of work?

At Genpact we don't just adapt to change we drive it. AI and digital innovation are redefining industries and were leading the charge. Genpact's 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 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.

We are inviting applications for the role of Specialist - Customer Service Voice

**Work location: Bangalore (Work from office)

In this role you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement. Active user of Internet and online applications.

Responsibilities

• Serve as the primary point of contact between customers and internal teams.
• Respond to customer inquiries related to orders, delivery schedules and product availability.
• Maintain strong relationships with OEM and aftermarket customers.
• Coordinate customer orders, shipping schedules and delivery timelines.
• Ensure on-time delivery performance and meet customer requirements
• Align production plans with customer demand and shipping commitments.
• Monitor and manage customer EDI systems and portals for order accuracy
• Process transactions using ERP systems like SAP
• Track order status, backlogs and past due shipments
• Work closely with production, logistics and quality teams to ensure smooth operations.
• Provide shipping plans and coordinate with warehouse/shipping teams.
• Ensure shipped parts meet quality and customer specifications
• Identify risks such as delays, shortages or quality issues
• Escalate critical issues to customers, sales teams and internal stakeholders
• Support root cause analysis and corrective actions
• Monitor outbound inventory levels and adjust as needed
• Handle customer returns, complaints and warranty related issues
• Track KPIs such as on-time deliveries, customer satisfaction and Order accuracy
• Update dashboards and reports regularly
• Collaborate across departments to improve processes and customer experience

Qualifications

• Bachelors (Supply Chain Business or related field preferred)
• Good years of experience in customer service, logistics or manufacturing environment
• Knowledge of ERP systems (SAP preferred)
• Strong communication and problem solving skills

Preferred qualifications

• Ideal industry experience includes automotive industry
• Ability to handle multiple priorities and deadlines.
• Ability to interact with global customers and cross functional teams
• Combination of office and manufacturing plant exposure
• Ability to deal with urgent customer issues or escalations

Why join Genpact?

• Lead AI-powered transformation Drive innovation and solve real-world business challenges that matter
• Make an impact Help global enterprises solve business challenges that matter
• Accelerate your career Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.
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.