CS OTC Associate – Customer Service & Order to Cash

About the role

The CS & OTC Associate will manage orders for internal customers, focusing on books, and support reporting and analytics to improve the order‑to‑cash process. You will ensure timely delivery, maintain high customer satisfaction, and contribute to continuous improvement initiatives.

Key responsibilities

• Generate and maintain operational and performance reports (daily/weekly/monthly).
• Flag issues, follow up with concerned teams, and support resolution of escalations.
• Process orders and emails within agreed TAT and quality standards.
• Respond to customer queries via phone and email following best‑practice guidelines.
• Complete root‑cause analysis for escalations and implement corrective actions.
• Support the Account Manager in the sales process and ensure UATs are completed on schedule.

Required profile

• 0‑2 years of experience, preferably in operations or customer service.
• Willingness to work in shifts (9am‑6pm or 2pm‑11pm).
• Strong problem‑solving ability and adaptability in a fast‑changing environment.
• Excellent verbal and written English communication skills.

Required skills

• Proficiency in Microsoft Excel (filters, pivot tables, basic formulas).

What we offer

• Comprehensive health insurance for you, immediate family, and parents.
• Group life and accident insurance.
• Flexible hybrid working arrangement (remote or office).
• Subsidized meals in Chennai and free transport pick‑up/drop‑off.
• Various paid time off including casual, sick, and special leaves.
• Employee assistance program and medical screening.