Order-To-Cash Operations Coordinator(US Shift)

Pentair; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Pentair India is seeking a seasoned Order Management and Customer Service professional to coordinate daily team workloads, manage orders in ERP/CRM, and ensure accurate, timely responses to customers. The role emphasizes process compliance, escalation handling, and ongoing improvement within an evening-shift schedule.

With 5+ years in order-to-cash and a strong background in customer communication, you will lead onboarding and training, maintain documentation in Salesforce, and drive efficient,

Qualifications

• 5+ years in order management or order-to-cash in high-volume environment.
• Experience coordinating daily workflows and prioritizing work.
• Strong communication and issue-resolution skills.
• Onboarding/training support for new joiners.
• Ability to work in evening shifts (starting 5PM).

Responsibilities

• Coordinate and monitor daily team workloads across queues and systems.
• Enter, review, and process customer orders in ERP/CRM with accuracy.
• Provide real-time guidance and escalation support to team members.
• Respond to inquiries on order status, pricing, and shipments.
• Ensure compliance with SOPs and data handling requirements.

Skills

Team leadership

Customer service

Prioritization

Escalation handling

Training & onboarding

Tools

Salesforce

ERP/CRM systems

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

• 5+ 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
• Ready to work in Evening shifts 5PM onwards.