DESCRIPTION
Key Responsibilities:
- Manage assigned customer accounts throughout the complete order life cycle, including new customer set-up, order entry/modification, and handling escalations; may also include logistics coordination to ensure timely order delivery.
- Serve as the single point of contact for customers, internal cross-functional teams, parts distribution centers, and manufacturing plants to ensure seamless order processing and fulfillment.
- Provide accurate documentation and consistent communication to customers from order initiation through to completion.
- Own and resolve complex customer inquiries by leveraging in-depth knowledge of Cummins' processes, systems, and policies; ensure responses are provided within defined Service Level Agreements (SLAs).
- Collaborate with higher-level support for escalated issues, ensuring proper documentation is maintained throughout the resolution process.
- Maintain comprehensive and accurate records of all customer interactions within the designated systems or databases.
- Ensure customer compliance with export regulations and prepare necessary export/shipping documentation in alignment with legal requirements.
- Act as a liaison for quality-related concerns between customers and internal teams (aftermarket or manufacturing); raise Material or Process Non-Conformance claims through the Quality Management System.
- Demonstrate a working knowledge of Quality Management Systems and contribute to quality initiatives, including acting as an Internal Auditor or Subject Matter Expert where applicable.
- Support the Supervisor in organizing and hosting customer visits at the local facility.
- Generate and distribute both standard and customized reports for internal stakeholders and customers.
- Stay updated on Customer Order Management (COM) policies, procedures, and performance metrics.
- Contribute to departmental goals aimed at enhancing customer experience and transforming into a proactive support function.
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RESPONSIBILITIES
Competencies:
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Drives results - Consistently achieving results, even under tough circumstances.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience
Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
Degree in related field preferred.
2 plus years of relevant customer order management, account management or in the supply chain field
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Team focused and passionate about customer support
Time management: Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives
Attention to detail: Accurate data entry skills Fast typing speed with accuracy, extreme attention to detail
Computer literacy: Intermediate to advanced standard of computer skills with the ability to use office applications (Microsoft Office, Word, Excel, PowerPoint and Outlook)
Ability to navigate a computerized data entry system or other relevant applications and the ability to gain knowledge in using order processing and analytics systems
QUALIFICATIONS
Additional Information:-
Should be ready to work in US time zone, 5 PM to 2 AM IST, India Time.
Should be ready to work from office 3 days a week.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Office
ReqID 2416560
Relocation Package Yes