CSO Lead – Order to Cash & Customer Service

About the role

The CSO Lead will own the end‑to‑end Order to Cash (O2C) process for the ECO business in Pune. You will act as the primary guide for the Customer Service (CS) community, driving continuous improvement, system harmonisation and providing solutions to process challenges.

Key responsibilities

• Lead the O2C process, ensuring efficient order entry, invoicing, and cash collection.
• Coach and develop CS team members, managing performance reviews, IDP processes and succession planning.
• Collaborate with BU SCM Head, sales, and regional teams to align resources with business needs.
• Drive digitisation initiatives, workload optimisation tools and best‑practice sharing.
• Monitor functional KPIs such as forecast accuracy, NPS and customer intimacy metrics.
• Prepare monthly reports, deviation analyses and support global, regional and local audits.

Required profile

• Business or supply‑chain education (preferred).
• Proven experience in customer service, supply chain, controlling and team management.
• Strong analytical mindset with attention to detail.
• Ability to work cross‑functionally and influence senior stakeholders.

Required skills

• APICS certification