Lead- Order-To-Cash Operations (Sector 27)

Job Title: Order-To-Cash Operations Coordinator 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 current 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 Robust background in customer communication, including order status updates, issue resolution, and transparent 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 .