CS OTC Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CS OTC Associate based in India. As a Customer Service and Order-to-Cash (CS OTC) Associate, you will play an essential role in managing customer orders, supporting sales operations, and delivering an exceptional experience to internal and external customers. You will oversee order processing for a range of products, particularly books, ensuring that requests and customer inquiries are handled accurately and within established timelines. The role combines customer service, operational reporting, data analysis, and process improvement in a collaborative, performance-driven environment. You will generate reports, identify trends, investigate discrepancies, and coordinate with relevant teams to resolve issues efficiently. Working closely with sales representatives, account managers, and operational stakeholders, you will help improve service quality and streamline the order management lifecycle. This opportunity is well suited to an organized, analytical, and customer-focused professional looking to develop a career in customer success and business operations.

Order Management: Process and manage customer orders, particularly for book products, ensuring all assigned orders, emails, and administrative activities are completed accurately within agreed turnaround times (TAT) and quality standards. Customer Service: Respond professionally to customer inquiries by phone and email, following established best practices and delivering timely, helpful, and customer-focused solutions. Operational Reporting: Prepare and maintain daily, weekly, and monthly operational and performance reports, as well as ad hoc reports, to monitor business activities and support informed decision-making. Data Analysis and Issue Escalation: Analyze reporting results to identify trends, anomalies, and performance gaps. Escalate issues promptly, coordinate follow-ups with relevant teams, and support timely resolution. Stakeholder Communication: Share concise status updates, performance summaries, and operational insights with Team Leads and other stakeholders to maintain visibility into progress and outstanding issues. Root Cause Analysis: Conduct root cause analysis (RCA) for team escalations, identify underlying problems, and recommend corrective and preventive actions (CAPAs) to reduce recurring issues and improve operational performance. Process Compliance: Follow established standard operating procedures (SOPs), training guidelines, and business requirements while maintaining a thorough understanding of the end-to-end order management process. Quality Assurance: Support quality audits and ensure assigned activities meet established quality standards. Participate in application user acceptance testing (UAT) and complete testing responsibilities within the specified timelines. Sales and Account Support: Act as a key operational resource for Account Managers and sales representatives, providing administrative assistance and helping resolve order-related challenges throughout the post-sales process. Continuous Improvement: Identify opportunities to improve reporting accuracy, order processing efficiency, customer satisfaction, and overall service delivery through data-driven recommendations and collaboration. Requirements: Between 0 and 2 years of professional experience, preferably in operations, customer service, order management, or a related administrative function. Previous experience in a customer-facing or customer service role is preferred, with the ability to handle inquiries professionally and maintain positive customer relationships. Basic understanding of operational reporting, performance monitoring, and data analysis, including the ability to recognize trends, identify discrepancies, and escalate issues appropriately. Proficiency in Microsoft Office applications, particularly Microsoft Excel, including filters, pivot tables, and basic formulas. Strong written and verbal English communication skills, with the ability to communicate clearly and professionally with customers, colleagues, and stakeholders. Good problem-solving skills and the ability to resolve routine issues using established procedures, while recognizing when escalation is necessary. Strong organizational and time-management skills, with the ability to prioritize multiple tasks, manage competing deadlines, and maintain accuracy in a fast-paced administrative environment. A collaborative mindset and the ability to work effectively with cross-functional teams within a matrix organizational structure. Adaptability and willingness to learn new processes, systems, and business requirements while developing comprehensive end-to-end process knowledge. Willingness to work in shifts, with expected schedules of 9:00 AM–6:00 PM or 2:00 PM–11:00 PM , depending on operational requirements. Benefits: Flexible working arrangements: Opportunities to work remotely or in a flexible hybrid arrangement, subject to business requirements. Flexible hours: Working arrangements designed to support productivity and work-life balance. Comprehensive health insurance: Medical coverage for employees, immediate family members, and parents, with additional insurance options available at competitive rates. Financial protection: Group life insurance and group accident insurance to provide additional financial security. Employee assistance program: Access to support for personal and professional challenges. Preventive healthcare: Medical screening and employee wellbeing initiatives. Family-friendly benefits: Maternity, paternity, and adoption support, shared parental leave, and a new-baby gift. Paid time off: Various leave options, including casual leave, sick leave, privilege leave, compassionate leave, special sick leave, and public holidays. Learning and development: Study assistance, sabbatical opportunities, and resources to support professional growth and long-term career development. Employee recognition: Long-service awards that recognize dedication and contributions. Office conveniences: Subsidized meals and complimentary home-to-office-to-home transportation for eligible employees working from the Chennai office. Career development: Opportunities to build experience in customer service, order management, operational reporting, data analysis, and continuous improvement.