DESCRIPTION
Key Responsibilities:
- Manage end-to-end order life cycle for assigned customer accounts, including new account setup, order entry/modification, issue resolution, and logistics coordination to meet committed delivery timelines.
- Act as the primary point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams to ensure smooth order processing and fulfillment.
- Provide accurate documentation and maintain proactive, ongoing communication with customers throughout the order management process.
- Handle complex customer inquiries by conducting thorough research and applying in-depth knowledge of internal systems, processes, and policies; respond within defined Service Level Agreements (SLAs).
- Escalate unresolved or complex issues to higher-level customer support with complete documentation, ensuring a seamless handover and follow-through.
- Maintain accurate and up-to-date records of all customer interactions in designated systems or databases.
- Ensure compliance with export policies and prepare/export required shipping documentation in accordance with applicable legal regulations.
- Serve as a liaison for quality concerns, coordinating between customers and manufacturing/aftermarket teams; raise and manage Material or Process Non-Conformance claims via the Quality Management System.
- Possess working knowledge of Quality Management Systems; may serve as a Quality Champion or Internal Auditor.
- Support the Supervisor in organizing and facilitating customer visits at local facilities.
- Prepare and share internal and customer-specific reports, both standard and customized, as required.
- Demonstrate a strong understanding of Customer Order Management (COM) policies, procedures, and KPIs.
- Contribute to departmental initiatives aimed at enhancing customer experience and building a more 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 Info:-
Shift timing 5pm to 2am IST
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Office
ReqID 2416542
Relocation Package Yes