Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

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Inviting applications for the role of
GCS Dispensing Order Management Operations Coordinator-Domain Trainee-English-Remote Poland
As part of our Global Customer Services (GCS) department, the Dispensing Order Management Coordinator is overseeing a portfolio of international customers and manages all activities related to the order-to-cash processing of capital equipment, accessories, and spare parts. The role includes also has the function to organize the daily activities of the team of Dispensing Order Management Analysts in collaboration with the Team Leader, overseeing the processes, owning the performance tracking, providing proficient knowledge of system infrastructure and the order-to-cash processes, including the supply chain support.
Responsibilities
• Coordinating order-to-cash activities as follows: order processing, service contract lifecycle management, field service support, supply chain support
• Collaborating efficiently on related tasks with internal stakeholders such as PMO, Commercial organization, Application specialists, Supply Chain, Order Management US, Customer Service (CSL, etc.), Finance, Master Data, etc.
• Ownership of performance KPIs and their reporting to the business
• Administration of systems supporting Dispensing Order Management (SFDC, SMX, SAP, LOTS, etc.)
• Receiving, responding, and resolving internal and external escalations.
• Ensure all relevant processes are performed per internal SOP’s and Service documentation.
• Adhere to organization and department policies, quality procedures and protocols.
• Achieve excellence in day-to-day activities

Operations coordinator:

• Coordinating the Team to develop and sustain the strong operational focus:
o Coordinating and owning the day-to-day activities for the team, in alignment with the Team Leader
o Overseeing the processes and details of how the team reaches daily operational goals
o Ensuring effective allocation of resources according to workload in alignment with the Team Leader
o Ensuring effective delivery of service to internal and external stakeholders
o Providing operational support to Order Management Analysts
o Supporting in team process skeleton build-up
o Being an owner of the Operational pillar of the team, providing a balance with the People and Strategy pillars as aligned with the Team Leader and Manager
o Acting as the Single Matter Expert for system and process transitions and updates

Order processing:
• Ensure all relevant master data (Direct/indirect customers, products and install base) is correctly set up in the systems.
• Liaise with Project Management, Service, Sales and Manufacturing to share accurate data related to equipment set up
• Based on Purchase orders received from customers, process orders through multiple systems
• Handle all internal and external enquiries and supporting documentation related to the process (certificates of origin, shipping documentation, invoice, proofs of delivery).
• Monitor and take appropriate action on open orders with suppliers of BD products.
• Constantly provide follow-up updates to implementation and service teams about the status of an order (capital equipment and spare parts).
• Process any shipment claims received from the implementation team and customers.
• Ensure revenue is posted accurately at month, quarter, and year end.

Service contract lifecycle management:
• Based on GCS Managers or Sales instructions, create and maintain Service contracts.
• Renew Service contracts before their expiration and follow up with the responsible Sales representative to obtain from the Customers the Purchase order for renewal whenever necessary.
• Manage Service contract updates and terminations.
• Ensure invoices are generated and revenue is recognized accordingly to the billing schedule.
• Process necessary invoice claims received from Customers.
Field Service support

• Process demands for spare parts car stock replenishment and follow up on deliveries
• Process necessary transactions to keep up to date inventory
• Coordinate yearly stock counts and related inventory adjustments

Supply Chain:

• Coordinate any exceptional delivery requirements of BD products through Supply Chain with our warehouses.
• Replenish hardware and accessories inventory in our central warehouse including coordination of physical inbound processes
• Coordinate all activities related to EXW shipments from San Diego to Distributors in EMEA and Asia
• Ensure Inventory for local warehouse is correct and review and manage Inventory and freight costs and assess against revenue. Coordinate and perform stock counts and reconciliations in alignment with business.

Coordination/Communication:

• Enable effective communication with Customers, verbally and in written form.
• Coordinate with GCS Managers and Sales priorities on activities related to the implementation of the ordered products.
• Administration of system supporting the activities (LOTS, ServiceMax, SAP, Sales Force).
• Take role of subject matter expert in new projects around supply chain and order management for Pyxis and OEM products when required and/or assigned

Continuous improvement:

• Make proposals on practices and processes improvement, minimize exposure and costs to the BD business
• Provide guidance on Dispensing Order to cash processes internally and externally
• Periodically provide reports on the activity

Qualifications we seek in you
Minimum Qualifications
• University degree and/or relevant internal experience
• Relevant experience in vendor relationship management, Customer Service and/or Supply Chain
Desired Competencies skills
• At least three years of experience in Order Management or relevant GCS organization
• Pro-activity and autonomy
• Positive and professional attitude with a happy disposition
• High-performance and results orientation
• Team player, willing to act on behalf of team
• Leadership skills
• Strong customer orientation and problem-solving skills
• Flexible attitude and ability to handle changing priorities
• Perfect command of English. German, Dutch, or French is a plus
• Detail orientated and analytical
• Good knowledge of all MS Office tools, other systems (ideally ServiceMax, SAP, SFDC and LOTS)
• Experience in working in multi-cultural environment
• Excellent communication skills with the ability to communicate at all levels
• Motivation, confidence, willingness to make tough decisions
Languages
• Fluent in English, both verbal and written

Travel requirements
• Up to 10% travels within region will be required

Shift Requirement
• Regular working hours
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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.