Order-To-Cash Operations Coordinator

Job Description:

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.