Order-to-Cash / Export Services Front Line Manager - Supply Chain Management

Front Line Manager - Supply Chain Management

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 global 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.
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Job Description

We are seeking a highly capable Order-to-Cash (O2C) / Export Services Front Line Manager with strong end-to-end process understanding, covering Order Management, Customer Service, Billing Support, Collections, Disputes, and Cash Application. 

The role requires managing global customers across regions (US, Canada, LATAM, EMEA, APAC) and ensuring seamless execution across pre-invoice and post-invoice processes, while driving customer satisfaction, compliance, and cash flow outcomes. 

This position serves as a primary liaison between various departments and functions to investigate, resolve and respond to issues and questions. Ensures customer orders are processed, shipped, and invoiced. Demands critical thinking abilities to facilitate a resolution to both short term and long-term service issues. 

Responsibilities

• Execute end-to-end order processing:

• Order entry, validation, tracking, follow-ups 

• System-based invoicing 

• Manage order queries and customer communication through:  

• Telephony, emails, and case management systems 

• Coordinate with upstream teams for:  

• Product availability 

• Pricing and master data accuracy 

• Manage Billing Queries & Invoice support 

• Drive Collections (multi-channel: calls, emails, cases) 

• Handle Disputes & Returns resolution 

• Execute Credit Release decisions (as per policy) 

• Perform Cash Application and reconciliation 

• Customer and Stakeholder Management: 

• Manage global customers and distributors 

• Support high-touch accounts aligned to CSR/CIR ownership model 

• Interact with:  

• Internal teams (Supply Chain, Credit, Warehouse) 

• External customers and distributors 

• Team Management:  

• Lead, mentor, and develop a team of O2C and/or Export analysts. 

• Set clear performance expectations and provide regular feedback. 

• Foster a collaborative and supportive team environment. 

• Conduct performance reviews and identify opportunities for professional development. 

• Team Performance:  

• Achieve all established goals, both individual and departmental, according to Service Level Agreements (SLAs) and operational metrics. 

• Monitor and report on the performance of the team against SLAs and KPIs. 

• Implement corrective actions and improvement plans to address performance gaps. 

• Recognize and reward high performance within the team. 

• Workload Management: 

• Balance and prioritize a variable workload based on business demands. 

• Develop and implement efficient workflows and processes. 

• Ensure accurate and timely application of cash against open invoices in ERP systems. 

• Monitor unapplied cash, partial payments, and aging buckets and drive timely resolution. 

• Review and resolve complex payment exceptions, missing remittances, and high-value items. 

• Monitor resource capacity management (RCM) and adjust resources as needed. 

• Governance, Controls & Compliance

• Ensure compliance with SOX, audit requirements, and internal control standards. 

• Review and approve critical postings, write-offs, and escalations. 

• Maintain SOP compliance and ensure audit-ready documentation. 

• Provides support tasks, including efficient, accurate order processing & fulfillment of an assigned account base and acts as a liaison between the customer, outside sales, and internal departments. 

• Daily maintenance in SAP which would include reviewing error reports with the order management tool. 

• Supervise customer order and shipment query continuously throughout the day. Ensure shipments are optimized 

• Assist transportation planners in resolving issues and communicating with appropriate parties as vital. 

• Analyze existing order to ship processes for possible improvements 

• Reviews established policies & procedures and recommend standard methodologies to provide high-level customer service, promoting excellent internal/external relations 

• Respond to customer requests from internal/external audit or business units, assisting with management response and resolution for in-scope areas of responsibility 

• Optimal market Genpact’s multiple services offerings and digital capabilities based on client-specific business priorities co-create a multiyear roadmap to transform, and digitally uplift the client's organization. 

Qualifications

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

Certifications

Certified Supply Chain Professional (CSCP) - Indian Institute of Management, TrichyIndian Institute of Management, Trichy

Required Skills

Blue Yonder Space Planning, Client Relations, Contract Management, Data Literacy, Data Visualization, Financial Management, Generative AI, Inventory Management, Kinaxis, O9 Demand Planning, Order Management, People Leadership, Procurement, Supply Chain Management (SCM)

Language

English

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Supply Chain Management

Remote Type -

Office

Work Shift -

Any (India)

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.