Order-To-Cash Operations Coordinator

Role Overview

Team Leadership and Daily Operations

• Coordinate and monitor daily team workloads across order queues and case-management systems.
• Prioritize work according to key accounts, urgent requests, business guidelines, and service expectations.
• Provide real-time support, direction, issue resolution, and escalation assistance to team members.
• Act as the first point of contact for operational questions and workflow clarification.
• Support onboarding and training on systems, SOPs, and best practices.
• Monitor adherence to company policies, attendance requirements, and team availability.

Order Processing and Transactions

• Enter, review, and process customer orders in ERP and CRM systems with accuracy and completeness.
• Manage order queues and prioritize work based on business guidelines.
• Perform order adjustments, corrections, and updates.
• Support EDI and manual order-entry processes, including issue resolution.

Customer Support and Communication

• Respond to inquiries about order status, product availability, pricing, and future-forward shipment updates.
• Provide proactive communication about order confirmations, delays, and changes.
• Deliver professional, clear, and solution-oriented responses.
• Document all customer interactions in the system of record, such as Salesforce.

Case and Queue Management

• Manage customer-service cases from intake through resolution, including assignment and follow-up.
• Work cases in a structured queue to meet service expectations.
• Route inquiries when escalation or specialized support is required.

Process Compliance

• Follow established SOPs for order entry, payment handling, and customer communication.
• Ensure compliance with company policies and secure handling of customer data and payment information.

Relevant Experience

• At least 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.
• Experience providing real-time guidance, resolving issues, and handling escalations.
• Hands-on experience with customer orders, updates, and corrections in ERP, CRM, or case-management systems.
• Strong customer communication and interaction documentation experience.
• Experience following procedures and maintaining data, policy, and service compliance.
• Experience supporting onboarding, training, and continuous process improvement.