Customer Care Services – Senior Process Associate –German - Remote EMEA/EU

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.
Inviting applications for the role of Customer Care Services – Senior Process Associate –German - Remote EMEA/EU
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 
 
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
Qualifications we seek in you!
Minimum Qualifications / Skills

•    Min. bachelor university degree
•    Experience in Customer Service / Customer Care or Customer Support
•    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