Description

Customer Issue Resolution Manager:

As an integral part of our operations team, the CIR ensures that customer orders are processed efficiently, accurately, and in a timely manner. This position demands a keen eye for detail, excellent organizational skills, and the ability to work under pressure to meet tight deadlines. From timely release of on order, handle customer inquiries and coordinating with various departments to troubleshooting order discrepancies and ensuring compliance with company standards, the tasks are diverse and essential for maintaining a seamless order fulfillment process. If you thrive in a dynamic setting and are passionate about logistics and customer service, this role offers a rewarding opportunity to contribute significantly to our company's success.

Key Responsibilities

Customer Service & Ticket Coordination

- Review, validate and process incoming customer and service-related requests.
- Check service tickets, create new tickets where required and route them to the appropriate support teams.
- Handle inquiries from customers and internal stakeholders
- Ensure timely follow-up, clear communication and accurate documentation of customer interactions.

ERP & Master Data Management

- Maintain customer, contact and order-related data in ERP systems.
- Record, update and route relevant customer and service information within Salesforce.
- Ensure data accuracy, compliance and process discipline across systems.

Stakeholder Coordination

- Coordinate regularly with Sales, Service, Credit risk team, Customer Support and other business functions.
- Support process documentation, knowledge transfer and standard operating procedures.
- Help build confidence in the India front-office model through responsiveness, accuracy and ownership.

Process Set-up & Continuous Improvement

- Contribute to the set-up of the new front-office operating model.
- Identify improvement opportunities in workflow, documentation, turnaround time and system usage.
- Support transition activities,



knowledge capture and process stabilization.
- Help create the foundation for future expansion of the team.

What We Are Looking For

We are looking for professionals who combine operational excellence with maturity, ownership and international stakeholder orientation.

Experience & Skills

- Professional experience in customer service, order processing, order management
- Hands-on experience with SAP / ERP systems; experience with SAP S/4HANA, Salesforce will be an advantage.
- Good working knowledge of MS Office tools.
- Strong written and verbal communication skills in English.

Behavioral Competencies

- High level of ownership, reliability and attention to detail.
- Strong service mindset and customer orientation.
- Ability to work independently while being highly collaborative.
- Flexible, resilient and comfortable working in a new set-up environment.
- Strong process discipline with the ability to improve ways of working.
- Willingness to learn, adapt and contribute beyond a narrowly defined role.

Qualifications

Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance

Certifications

ACCA Qualified Accountant (ACCA) - SEGi University and CollegesSEGi University and Colleges, Blackline - Financial Close Level 1 Implementation Certification - NIITNIIT, Certified Investment Management Analyst (CIMA) - Data Trained Data Trained, Microsoft Excel Certification - Normandale Community College Normandale Community College, SAP Certified Application Associate - SAP S/4HANA for Financial Accounting Associates (SAP S/4HANA 2020) - SAPSAP

Required Skills

Account Reconciliations, Accounts Receivable (AR),



Accounts Receivable Collection, Client Relationship Management, Deductions Management, Microsoft Office, People Leadership, Salesforce Platform, SAP Enterprise Resource Planning (ERP)

Language

English

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

F&A; - I2C

Remote Type -

Office

Work Shift -

Night Job (India)

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.
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.
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.

📌 Front Line Manager - F&AC 4C (India)
🏢 Genpact
📍 India