Pentair
Website:
pentair.com
Job details:
Job Description
Key Responsibilities
Team Leadership & Daily Operations
- Coordinate and monitor daily team workloads across order queues and case management systems
- Ensure work is prioritized and executed in alignment with business guidelines (e.g., key accounts, urgent requests)
- Provide real-time support, direction, and escalation assistance to team members
- Act as the first point of contact for operational questions, issue resolution, and workflow clarification
- Support onboarding and training of new team members on systems, SOPs, and best practices
- Ensure team follows all company policies and procedures including but not limited to attendance monitoring and team member availability
Order Processing & Transaction Management
- Enter, review, and process customer orders in ERP/CRM systems, ensuring accuracy and completeness
- Manage order queues and prioritize work based on business guidelines (e.g., key customers, urgent requests)
- Perform order adjustments, corrections, and updates as needed
- Support EDI and manual order entry processes, including issue resolution
Customer Support & Communication
- Respond to customer inquiries related to order status, product availability, pricing, and future forward shipment updates
- Provide proactive communication on order confirmations, delays, and changes
- Deliver professional, clear, and solution-oriented responses to customer requests
- Ensure all customer interactions are documented within the system of record (e.g., Salesforce)
Case & Queue Management
- Manage customer service cases from intake through resolution, including assignment and follow-up
- Work cases in a structured queue (e.g., oldest to newest) to meet service expectations
- Route inquiries appropriately when escalation or specialized support is required
Process Compliance & Continuous Improvement
- Follow established SOPs for order entry, payment handling, and customer communication
- Ensure compliance with company policies, including secure handling of customer data and payment information
Relevant Experience
- 3+ years of experience in order management, customer service, or order-to-cash operations in a high-volume environment
- Experience coordinating daily workflows, managing shared queues, and prioritizing work based on business needs and service expectations
- Proven ability to support team members through real-time guidance, issue resolution, and escalation handling
- Hands-on experience processing customer orders, updates, and corrections within ERP, CRM, or case management systems
- Strong background in customer communication, including order status updates, issue resolution, and clear documentation of interactions
- Experience following standardized procedures and maintaining compliance with company policies, data handling requirements, and service standards
- Demonstrated ability to support onboarding, training, and continuous process improvement initiatives
Equal Opportunity Employer
Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.
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