Customer Care Services - Senior Process Associate -German - Remote PL

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 we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're 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 that's 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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Customer Care Services - Senior Process Associate -German - Remote PL
Customer Care Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization in the assigned geographical territory and ensuring complete customer satisfaction with end customers and internal business stakeholders

General Responsibilities

Delivering exceptional level of service to our customers involving several key responsibilities that include:
• Response to customer inquiries via e-mail, telephone, fax, or system
• Dealing with the service requests, making service order entries in SAP/ Service Max, handling engineers schedule, engineers dispatch and other such requests
• Order processing in relevant customer service systems which includes orders entry, maintenance, update, status progress reviews
• Develop and deliver analytical reports/dashboards to support key stakeholders as needed/required utilizing data and tools
• Support systems-related administrative functions for ServiceMax and SAP and ensure data accuracy as required
• Set-up and manage users as part of new user as needed
• Support the testing of new features, enhancements, and report on results as needed
• Instrument ordering (in some EU countries, other countries by Customer Service), Coordination, Planning, and data management in FSM with regular reporting to Technical Service and Commercial Team stakeholders during installation forecast calls (EU only)
• Coordinate with field teams to proactively avoid alerts/alarms and monitor and resolve remote alerts, alarms and/or connectivity issues as they arise
• Perform functions to ensure Life Sciences US Service Organization remains compliant with departmental procedures, Quality Systems, FDA and other relevant regulations
• Utilize systems to monitor and take action to correct non-compliant Cases/Work Orders or other as needed
• Participate in audits as needed
• Administer Field calibrated tools as needed to ensure compliance
• Collaborate with vendors and internal personnel to achieve desired results
• Ensure info/documentation for calibrated equipment is maintained up to date, properly stored and accessible
• Ensure non-conforming tools are identified and restored to a conforming state
• Provides ad-hoc support to internal and external stakeholders and collaborate to ensure service documentation and procedures are updated and compliant
• Perform other tasks requested by the manager to reach team objective or the company's objectives based on current needs
• Actively participate in the on-going assessment of customer support processes and incorporate approved improvements
• Successfully graduating the training plan attached to the position and the tasks
• Develop and update process documentation as needed

Minimum Qualifications and Experience
• Min. bachelor university degree
• Strong stakeholders' management skills
• Excellent communication skills (verbal & written) and customer service skills
• Strong analytical and organizational skills
• Resilience and ability to work under pressure
• Fluency in spoken and written English & German is a must (any other European language would be a plus)
• Very good knowledge of Microsoft Office for work purposes esp. Outlook, Excel. ServiceMax knowledge would be extra advantage as well as any kind of workflow / voice solution systems
• Experience in customer service for the lab / medical device business would be desired
• Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures
• Solution-oriented. Identifies and analyses problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies
• Anticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer
• Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals
Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions

Languages
• Excellent English & German language skills

Shift Requirement
• Standard Shift, Monday to Friday, 9:00 am to 5:30 pm (CET)

Why join Genpact?
• Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
• 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 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.
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