Lead Customer Experience Specialist

Job Summary

The Customer Experience Professional is responsible for managing Order-to-Cash (O2C) activities, including order processing, billing, booking, customer query resolution, and stakeholder collaboration. The role focuses on delivering an exceptional customer experience by ensuring accurate transaction processing, timely issue resolution, process compliance, and strong coordination with cross-functional teams. The incumbent serves as a key liaison between customers, Sales, Finance, Collection, Operations, and other internal stakeholders to drive customer satisfaction and operational excellence.

Required Qualifications

• Bachelor's degree in any discipline.
• 3+ years of experience in Order-to-Cash (O2C), Order Management, Billing, Customer Service, or related operations.
• Strong understanding of O2C processes, including order processing, billing, booking, customer resolution, and dispute management.
• Experience working with ERP and CRM platforms such as SAP and Salesforce.
• Proficiency in Microsoft Excel and data analysis tools.
• Excellent verbal and written communication skills.
• Strong problem-solving, analytical, and stakeholder management abilities.
• Ability to adapt quickly to changing business requirements and technologies.

Preferred Qualifications

• Advanced knowledge of billing processes, revenue-related transactions, and contract management.
• Experience managing complex customer situations and escalations.
• Exposure to process improvement, quality management, or automation initiatives.
• Experience collaborating with global stakeholders, particularly US-based teams.

Key Competencies

• Customer Focus
• Operational Excellence
• Problem Solving & Decision Making
• Stakeholder Management
• Collaboration & Teamwork
• Attention to Detail
• Process Improvement Mindset
• Adaptability & Learning Agility

Key Responsibilities

Order Management & Billing Operations

• Process customer orders, bookings, billings, purchase requisitions, and related transactions accurately and within defined service levels.
• Ensure timely and error-free execution of O2C activities while adhering to company policies and compliance requirements.
• Monitor and clear operational backlogs to meet business targets.
• Support revenue-impacting transactions through accurate order validation and billing execution.
• Maintain data integrity across ERP and CRM systems.

Customer Experience & Relationship Management

• Manage customer inquiries, requests, and claims while ensuring timely resolution and customer satisfaction.
• Develop and maintain positive customer relationships through effective communication and proactive support.
• Act as the primary point of contact for customer escalations related to order processing, billing, and service delivery.
• Collaborate with dispute management teams to facilitate resolution of billing-related issues.

Cross-Functional Collaboration

• Partner with Sales, Finance, Collections, Operations, Logistics, Credit, and other internal teams to resolve customer concerns and operational challenges.
• Coordinate with global stakeholders and customer-facing teams to ensure customer requirements are fulfilled effectively.
• Support process improvement initiatives by identifying recurring issues and recommending sustainable solutions.

Process Excellence & Compliance

• Analyze operational workflows to identify bottlenecks and opportunities for improvement.
• Conduct quality checks and audits to ensure compliance with billing guidelines, contractual obligations, and internal controls.
• Support automation and continuous improvement initiatives to enhance productivity and accuracy.
• Maintain adherence to company values, policies, and standard operating procedures.

Knowledge Sharing & Team Support

• Provide guidance and support to team members on complex order management and billing scenarios.
• Share best practices and contribute to process documentation and training initiatives.
• Support quality assurance activities and help drive a culture of operational excellence.