Order-To-Cash Operations Coordinator

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.