Customer Service Specialist – Order to Cash (O2C) in Mumbai

Job Title: Customer Service Specialist – Order to Cash (O2C) Location: Airoli Shift Time -: Rotational Shift (Willingness to work in a 24x7 support environment shift-based) Tenure/Contract: 6 months (Extendable based on performance & business need) Work mode – Work from Office Role Summary The Customer Service Specialist acts as a critical interface between customers and internal business value chain partners. This role is responsible for delivering exceptional customer service while driving operational efficiency and profitability. The position requires close collaboration with cross-functional teams including Manufacturing, Sales, Marketing, and Supply Chain to ensure seamless order fulfilment and customer satisfaction. Key Responsibilities Order Management & Fulfilment - Execute end-to-end order entry and Order-to-Cash (O2C) processes for assigned business units and customers. - Manage order fulfilment activities, ensuring accuracy, timeliness, and compliance with business requirements. - Handle complex, high-priority, and foundational customer accounts. Customer Relationship Management - Build and maintain strong customer relationships to enhance customer experience and loyalty. - Understand customer needs, expectations, and business drivers to provide value-added solutions. - Gather market intelligence and feedback to support business improvements. Coordination & Issue Resolution - Act as the primary point of contact for assigned accounts. - Proactively identify, address, and resolve operational or service issues. - Collaborate with internal stakeholders to ensure efficient resolution and continuous service improvement. Service Excellence & Performance - Ensure service levels are consistently maintained as per defined business priorities. - Differentiate between customer requirements and company capabilities to deliver cost-effective solutions. - Support and align with commercial strategies across multiple business segments. Product & Process Knowledge - Maintain strong knowledge of company products, applications, services, and processes. - Stay updated on O2C practices, tools, and continuous improvement initiatives. Required Qualifications - Bachelor’s Degree (Mandatory) Preferred Skills & Experience - Working knowledge of Order-to-Cash (O2C) processes. - Familiarity with ERP systems such as SAP or equivalent platforms. - Experience in customer service, order management, or supply chain operations is an advantage. Key Competencies - Communication Skills: Strong verbal and written communication abilities. - Analytical & Cognitive Skills: Ability to analyse problems and provide effective solutions. - Customer Focus: High level of customer orientation and service mindset. - Adaptability: Ability to learn quickly and adapt to dynamic environments. - Collaboration: Strong teamwork and cross-functional coordination skills. - Learning Agility: Demonstrates curiosity and openness to new processes, tools, and cultures. Candidate Profile (Ideal Fit) - Positive mindset with a proactive approach to problem-solving - Strong learning capability and adaptability to new systems and processes - Ability to work in a fast-paced, global environment - Willingness to work flexible shifts