Lead- Order-To-Cash Operations(US Shift)

Job Title: Order-To-Cash Operations Coordinator(US shift)

Reporting to: Shared Services Delivery Head

Location: GEC, Noida

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

• 6+ 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