Front Line Manager - SCM - Planning & After Sales

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 integral 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.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities

- You will be the face of North America to our Customers replenishment team.
- Manage a team of Customer Service Specialists in Order Management through the order life cycle from creation through delivery to ensure accuracy and policy adherence.
- Professionally and promptly lead the resolution of all issues related to customer orders; resolve customer questions and problems by thoroughly researching issues, identifying root causes, and offering solutions.
- Partner with the assigned Customers and Field Sales/Internal Supply Chain teams to meet service objectives and deliver profitable growth.
- Demonstrate good business judgment by knowing how to prioritize critical tasks in a fast-paced, self-managed team environment.
- Deliver specific and measurable cost savings and service improvements that deliver positive results.
- Collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate the outcome.

Qualifications

- 5+ Years of Experience in CPG order management.
- Demonstrated leadership of teams to meet goals including exception resolution, customer communication, and coordination with supply chain (fulfilment and delivery processes).
- Team leader as well has ability to work at an order desk.



Focuses on process excellence, continuous improvement and improving customer experience.
- Tracks and analyze data on service performance to customers and internal processing efficiency.
- Experience using advanced order management tools provided by SAP and the Order Assist Platform to visualize results, generate reports and balance key variables.
- Bachelor’s Degree required, preferably in Supply Chain. (5+ years of progressive Customer Service, Logistics or Supply Chain experience and/or internal experience may be considered in lieu of degree)
- Intermediate level Microsoft Office skills - emphasis on ability to use Excel formulas, functions, and pivot tables, and SAP experience required.
- Demonstrate experience or relevant knowledge in the following areas: Order Fulfillment & Management, Transportation, Pricing Structure, Inventory Management, and the Credit and Returns process.
- Excellent communication skills both written and verbal; capacity to comfortably interact with all levels of the business.
- Ability to collaborate cross-functionally to analyze issues, develop corrective actions or continuous improvement process, and align stakeholders to implement the change and communicate.
- You have judgment to resolve issues with the appropriate sense of urgency.
- You can maintain productivity and professionalism while under pressure to meet strict deadlines and balance multiple priorities. Displays attention to detail for both accuracy and content.
- Must be able to speak English.

Non-Essential Qualifications:

- Refrigerated and / or perishable supply chain experience
- Familiarity with supply chain best practices in other industries
- Knowledge of customer behavior & related inefficiencies

Location and Travel

This is a hybrid/remote, work from home position with one day per week in office. Travel tends to fluctuate depending on client needs but typically very limited.

Qualifications

Bachelors - Business Administration, Bachelors - Industrial Engineering, Bachelors - Logistics, Bachelors - Supply Chain Management, Masters - Operations Management

Certifications

APICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land, Certified Supply Chain Professional (CSCP) - Indian Institute of Management,



TrichyIndian Institute of Management, Trichy, Lean Six Sigma Green Belt Certification - Costa Rican Association of Industrial Production Engineers - CICRCosta Rican Association of Industrial Production Engineers - CICR

Required Skills

Client Relations, Client Relations, Commercial Excellence, Contract Management, Cost Management, Coupa, Data Analytics, Data Consulting, Demand Planning Forecasting, Digital Business Strategy, Financial Management, Help Desk Operations, Kinaxis, Network Design, O9 Demand Planning, People Leadership, Policy Governance and Risk Management, Process Consulting, Process Orchestration, Process Standardization, Procurement, Project Management, Project Portfolio Management (PPM), Research Analysis, Risk Governance {+ 8 more}

Language

English (Required), Spanish (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

SCM - Planning & After Sales

Remote Type -

Hybrid

Work Shift -

Day Job (Mexico)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

📌 Front Line Manager - SCM - Planning & After Sales 4B (Guadalajara)
🏢 Genpact
📍 Guadalajara