Order-To-Cash Operations Coordinator

Pentair plc; Dadri; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Pentanir plc in India seeks a seasoned Order Management Lead to head a busy team and oversee daily operations across order queues and case management systems.

You will coordinate with sales, customer service, and logistics to ensure accurate order processing in ERP/CRM, provide real-time guidance and escalation support, and drive continuous process improvements in line with SOPs and company policies.

Qualifications

• 3+ years of experience in order management, customer service, or order-to-cash operations in a high-volume environment.
• Experience coordinating daily workflows, managing shared queues, and prioritizing work based on service expectations.
• Hands-on experience processing customer orders, updates, and corrections within ERP/CRM or case management systems.

Responsibilities

• Team Leadership & Daily Operations: Coordinate and monitor daily team workloads across order queues and case management systems; ensure work aligns with guidelines.
• Order Processing & Transaction Management: Enter, review, and process customer orders in ERP/CRM; manage order queues and perform adjustments as needed.
• Customer Support & Communication: Respond to inquiries on order status, availability, pricing, and shipment updates; document interactions in the system.

Skills

Team Leadership

Customer Service

Communication

Training & Onboarding

Problem Solving

Tools

ERP Systems

CRM Systems

Salesforce

EDI/Order Entry

Job description

Job Description:

Key Responsibilities

• Team Leadership & Daily Operations
• Coordinate and monitor daily team workloads across order queues and case management systems
• Ensure work is prioritized and executed in alignment with business guidelines (e.g., key accounts, urgent requests)
• Provide real-time support, direction, and escalation assistance to team members
• Act as the first point of contact for operational questions, issue resolution, and workflow clarification
• Support onboarding and training of new team members on systems, SOPs, and best practices
• Ensure team follows all company policies and procedures including but not limited to attendance monitoring and team member availability
• Order Processing & Transaction Management
• Enter, review, and process customer orders in ERP/CRM systems, ensuring accuracy and completeness
• Manage order queues and prioritize work based on business guidelines (e.g., key customers, urgent requests)
• Perform order adjustments, corrections, and updates as needed
• Support EDI and manual order entry processes, including issue resolution
• Customer Support & Communication
• Respond to customer inquiries related to order status, product availability, pricing, and future forward shipment updates
• Provide proactive communication on order confirmations, delays, and changes
• Deliver professional, clear, and solution-oriented responses to customer requests
• Ensure all customer interactions are documented within the system of record (e.g., Salesforce)
• Case & Queue Management
• Manage customer service cases from intake through resolution, including assignment and follow-up
• Work cases in a structured queue (e.g., oldest to newest) to meet service expectations
• Route inquiries appropriately when escalation or specialized support is required
• Process Compliance & Continuous Improvement
• Follow established SOPs for order entry, payment handling, and customer communication
• Ensure compliance with company policies, including secure handling of customer data and payment information

Relevant Experience

• 3+ years of experience in order management, customer service, or order-to-cash operations in a high-volume environment
• Experience coordinating daily workflows, managing shared queues, and prioritizing work based on business needs and service expectations
• Proven ability to support team members through real-time guidance, issue resolution, and escalation handling
• Hands‑on experience processing customer orders, updates, and corrections within ERP, CRM, or case management systems
• Strong background in customer communication, including order status updates, issue resolution, and clear documentation of interactions
• Experience following standardized procedures and maintaining compliance with company policies, data handling requirements, and service standards
• Demonstrated ability to support onboarding, training, and continuous process improvement initiatives

Equal Opportunity Employer

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day. At Pentair, we help the world sustainably move, improve, and enjoy water, life’s most essential resource. From our residential and commercial water solutions, to industrial water management and everything in between, Pentair is focused on smart, sustainable water solutions that help our planet and people thrive. Pentair had revenue in 2023 of approximately $4.1 billion, and trades under the ticker symbol PNR. With approximately 10,500 global employees serving customers in more than 150 countries, we work to help improve lives and the environment around the world. To learn more, visit Pentair.com.