Customer Service Order-to-Cash Associate

About the role

The Customer Service Order-to-Cash (CS OTC) Associate will manage internal orders for a range of products, primarily books, and support reporting and analytics to drive process improvements. You will work closely with sales representatives, channel partners, and internal stakeholders to ensure a seamless post‑sales experience.

Key responsibilities

• Generate and maintain daily, weekly and monthly operational performance reports.
• Act on report outcomes: flag issues, follow up with relevant teams and support resolution.
• Share summarized updates and status reports with team leads and stakeholders.
• 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.
• Participate in UATs, quality audits and support the Account Manager in the sales process.

Required profile

• 0‑2 years of experience, preferably in operations or customer service.
• Willingness to work in shifts (9 am‑6 pm or 2 pm‑11 pm).
• Basic understanding of operational reporting and ability to identify trends.
• Strong problem‑solving skills and ability to adapt to a fast‑changing environment.
• Fluent verbal and written English with excellent communication skills.

Required skills

• Proficiency in Microsoft Excel (filters, pivot tables, basic formulas).
• Experience with customer‑facing communication via phone and email.

What we offer

• Comprehensive health insurance for you, immediate family and parents.
• Group life and accident insurance.
• Flexible hybrid working arrangement (remote or office).
• Employee assistance program and wellbeing initiatives.
• Subsidised meals in Chennai and free transport pick‑up/drop‑off.
• Various paid time‑off options and long‑service awards.