Key Responsibilities
Team Leadership & Daily Operations
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Coordinate and monitor daily team workloads across order queues and case management systems
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Ensure work is prioritized and executed in alignment with business guidelines (e.g., key accounts, urgent requests)
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Provide real-time support, direction, and escalation assistance to team members
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Act as the first point of contact for operational questions, issue resolution, and workflow clarification
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Support onboarding and training of new team members on systems, SOPs, and best practices
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Ensure team follows all company policies and procedures including but not limited to attendance monitoring and team member availability
Order Processing & Transaction Management
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Enter, review, and process customer orders in ERP/CRM systems, ensuring accuracy and completeness
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Manage order queues and prioritize work based on business guidelines (e.g., key customers, urgent requests)
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Perform order adjustments, corrections, and updates as needed
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Support EDI and manual order entry processes, including issue resolution
Customer Support & Communication
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Respond to customer inquiries related to order status, product availability, pricing, and future forward shipment updates
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Provide proactive communication on order confirmations, delays, and changes
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Deliver professional, clear, and solution-oriented responses to customer requests
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Ensure all customer interactions are documented within the system of record (e.g., Salesforce)
Case & Queue Management
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Manage customer service cases from intake through resolution, including assignment and follow-up
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Work cases in a structured queue (e.g., oldest to newest) to meet service expectations
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Route inquiries appropriately when escalation or specialized support is required
Process Compliance & Continuous Improvement
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Follow established SOPs for order entry, payment handling, and customer communication
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Ensure compliance with company policies, including secure handling of customer data and payment information
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3+ years of experience in order management, customer service, or order-to-cash operations in a high-volume environment
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Experience coordinating daily workflows, managing shared queues, and prioritizing work based on business needs and service expectations
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Proven ability to support team members through real-time guidance, issue resolution, and escalation handling
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Hands-on experience processing customer orders, updates, and corrections within ERP, CRM, or case management systems
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Strong background in customer communication, including order status updates, issue resolution, and clear documentation of interactions
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Experience following standardized procedures and maintaining compliance with company policies, data handling requirements, and service standards
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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.
