Front Line Manager - S&M - Customer Success 4A

Genpact • Wilkes-Barre, PA

14d • Remote

About The Position

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Requirements

• Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
• Certified Scrum Master (CSM) - Project Management Latin America
• Six Sigma Green Belt Certification - American Society for Quality (ASQ)
• Collaboration Tools
• Customer Experience (CX)
• Customer Relationship Management (CRM)
• Data Tools
• Data Visualization
• Insight Generation
• Marketing Analytics
• Media Research
• Oracle Customer Experience (CX)
• People Leadership
• Project Management
• English (Required)
• French (Required)
• Advanced - C1 Language Proficiency

Responsibilities

• Oversee distributor chargeback processing, validation, pricing, and finalization of settlements, ensuring accuracy and compliance.
• Track and calculate rebates, validating accruals against terms, conditions, and customer sales performance.
• Manage SLAs and supervise timely resolution of customer and vendor inquiries, ensuring high-quality service delivery.
• Review, approve, and implement key changes to rebates and chargebacks, including pricing and effective dates for high-value customers.
• Maintain accurate records of customer interactions, inquiries, complaints, and actions taken for accountability and process improvement.
• Coordinate with internal and cross-functional teams to resolve requests efficiently, providing periodic status updates to stakeholders.
• Monitor and manage incoming email and phone queries, ensuring acknowledgment and resolution in line with SLA requirements.

Benefits

• The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level