Order-To-Cash Operations Coordinator

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

• 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

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.