Customer Order Management Representative - Level III
Cummins Turbo Technologies
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.
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
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