Senior Associate, Global Customer Care (US Shift)
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Job Description
Structured overview of role & requirementsAbout This Role
Manage complex global customer orders, invoicing, corrections, and exceptions ensuring accuracy, compliance, and timely processing.
Lead cross-functional stakeholder collaboration to resolve complex customer issues, improve customer experience, and reduce order backlog and errors.
Drive continuous improvement and digital transformation initiatives including automation and AI adoption, while serving as a subject matter expert and supporting capability building across markets.
Minimum Requirements
Bachelor's Degree or equivalent in Business Administration, Supply Chain, or related field.
5-7 years experience in Order Management, Customer Care, Customer Operations, Supply Chain, or Order-to-Cash functions.
Must work in US shift hours (5:30 PM to 2:30 AM IST) from office with flexible shift working options.
Experience with process improvement, automation, digital transformation initiatives, and managing complex customer escalations.
Ideal Candidate Profile
Experienced in handling complex order-to-cash processes and customer escalations across global markets, demonstrating operational ownership and accountability.
Skilled in cross-functional collaboration and stakeholder management to enhance service reliability and customer outcomes.
Proficient with digital tools (automation, AI, EDI, Salesforce, Esker), continuous improvement mindset, and capable of supporting process certification and SOP management.