Front Line Manager - S&M - Customer Success 4B
About The Position
Genpact is hiring a Front Line Manager in S&M - Customer Success. The role serves as a primary liaison among sales personnel, brokers, distributors, customers, and internal teams, addressing inquiries and resolving issues. It supports customer accounts and order fulfillment, ensuring accurate order processing, shipping, and invoicing. The position also evaluates individual and team performance, aligns training and operational functions with business goals, and ensures compliance deliverables are maintained. The manager drives digital transformation initiatives using tools such as Digital Genome to optimize processes. In collaboration with Operations and external stakeholders, the role designs and implements training programs, including new-hire onboarding, on-the-job training, and learning paths. It also maintains and updates SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.
Requirements
- Bachelor's degree in Commerce, Economics, or Finance, or a master's degree in Business Administration or Business Analytics.
- Customer Experience (CX).
- Customer Relationship Management (CRM).
- Oracle Customer Experience (CX).
- Sales Order Management.
- Supply Chain Planning (SCP).
- English proficiency required at C2 level.
- French proficiency required at C2 level.
Nice To Haves
- Certified Scrum Master (CSM) certification.
- Six Sigma Green Belt certification.
Responsibilities
- Serve as the primary liaison between sales personnel, brokers, distributors, customers, and internal teams to investigate, resolve, and respond to inquiries and issues.
- Ensure accurate processing, shipping, and invoicing of customer orders while aligning training and operational functions with business goals.
- Evaluate individual and team performance to ensure training programs meet business needs, improve performance, and maintain compliance deliverables.
- Manage assigned customer accounts, support order fulfillment, and act as the point of contact between customers, sales, and internal departments.
- Drive digital transformation initiatives within the function, leveraging tools such as Digital Genome to optimize processes.
- Collaborate with Operations and external stakeholders to design and implement training programs, including new-hire onboarding, on-the-job training, and learning paths.
- Maintain and update SOPs, profiles, dashboards, and compliance metrics, ensuring sign-offs and periodic reviews are completed accurately.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
