Lead- Order-To-Cash Operations (Noida)

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 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 workplace - 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 .