Customer Support Specialist - Order to Cash (O2C) Process

Customer Support Specialist

Customer Support Specialist

Responsible for managing customer orders throughout the Order-to-Cash (O2C) cycle, ensuring accurate order processing, timely execution, compliance with contractual requirements, and smooth coordination between stakeholders to secure on-time invoicing and payment collection.

About the Company:

We define our purpose as accelerating success for our customers, people and planet. As we are dedicated to outstanding customer service, an inspiring and embracing workplace, and with sustainability in our genetic code.

Alfa Laval is a leading global provider of first-rate products in the areas of heat transfer, separation and fluid handling. With these as its base, Alfa Laval aims to help enhance the productivity and competitiveness of its customers in various industries throughout the world. We define their challenges and deliver sustainable products and solutions that meet their requirements – mainly in energy, the environment, food and the marine industry

The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we all can be very proud of what we do.

Please feel free to peruse our website www.alfalaval.com

The position / About the Job:

Order Management

• Process customer purchase orders and ensure accurate order booking in the ERP system.
• Validate order details including pricing, delivery terms, payment terms, Incoterms, and product specifications.
• Process and transmit Purchase Orders (PO) to Alfa Laval factories for order execution and production planning.
• Monitor order progress from order receipt until delivery and invoicing.
• Coordinate with factories regarding order confirmations, production schedules, and delivery timelines.

Contract & Documentation Management

• Review contracts, Letters of Credit (LC), bank guarantees, and customer documentation requirements.
• Ensure compliance with customer and banking requirements for export documentation.

Shipping & Letter of Credit Documentation

• Prepare and review shipping documents including Commercial Invoice, Packing List, Bill of Lading, Certificate of Origin, insurance documents, and other export-related documents.
• Prepare and submit Letter of Credit documents in compliance with LC terms and banking requirements.
• Coordinate with banks, freight forwarders, logistics providers, and internal stakeholders for timely document processing.
• Ensure accuracy and completeness of documents to avoid discrepancies, delays, or payment issues.
• Monitor document presentation deadlines and follow up on LC negotiation and payment status.

Internal Coordination

• Coordinate with Alfa Laval Factory, Finance, Trade Finance, Legal, Sales and P&A to ensure smooth order processing and execution
• For commissioning and service-related jobs, coordinate closely with the Service Coordinator to ensure proper execution of commissioning and service orders.

Customer Coordination

• Act as the primary point of contact for customers regarding order status, shipment schedules, invoicing, and documentation.
• Communicate proactively with customers regarding delays, amendments, or operational updates.
• Handle customer inquiries and resolve order-related issues promptly.

Invoicing & Payment Follow-up

• Responsible for issuing invoices once the agreed delivery terms and contractual milestones have been fulfilled.
• Follow up on customer payments and support collection activities when required.
• Monitor billing accuracy and support dispute resolution related to payment claims or deductions.

Skills required

• Strong communication and coordination skills.
• Attention to detail and problem-solving ability.
• Ability to manage multiple orders and deadlines.
• Good understanding of commercial, logistics, and banking documentation processes.
• Knowledge of Letters of Credit (LC) and export documentation requirements.
• Strong organizational and analytical skills.
• Proficiency in Microsoft Excel and ERP systems.

Who you are?

You are a highly organized and detail-oriented professional with strong coordination and communication skills. You have a solid understanding of the Order-to-Cash (O2C) process, including order handling, invoicing, shipping documentation, and trade finance activities such as Letters of Credit (LC). You are capable of managing multiple priorities while coordinating effectively with customers, factories, banks, and internal stakeholders to ensure smooth order execution.

You are proactive in identifying and resolving issues, ensuring that customer orders are processed accurately and delivered on time in line with contractual and operational requirements. You are comfortable working in a fast-paced environment and collaborating across departments including Supplier, Sales, Finance, Legal, Trade Finance, Logistics, and Service teams. Experience with ERP systems and proficiency in Microsoft Excel are essential to support efficient order processing and reporting.

Workplace

Primary Location : Pune - ICC

What you can be?

• Bachelor’s degree in business administration, Supply Chain, Logistics, Engineering, or related field.
• Experience in Order-to-Cash (O2C), Customer Service, Supply Chain, or Order Management.
• Knowledge of Incoterms, export documentation, and Letters of Credit is an advantage.
• Experience with ERP systems.

Why should you apply?

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.
• Exciting place to build a global network with different nationalities to mingle and to learn.
• Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.
• 140 years old Swedish multinational company with stable growth and expansion
• Sustainability and contributing back to the people and planet are motives behind everything we do.

We always look for both experience and potential, so if you think you have what it takes to join us and are curious to find out more, apply

"We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

Experience Level

Mid Level