Job Information
Cummins Inc. Customer Order Management Specialist in Pune, India
DESCRIPTION
Key Responsibilities:
Order Management : Perform order management tasks for a specific set of customers/accounts, handling the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
Customer Support : Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
Single Point of Contact : Act as the single point of contact for customer inquiries and escalations; manage escalations to closure.
Customer Communication : Demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
Internal Coordination : Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets.
Cross-functional Communication : Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
Departmental Goals : Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization; develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes.
Proactive Communication : Identify ideas and develop proactive communications for the assigned customer base regarding processes, policy, and/or best practices.
Customer Visits : Support customer visits and participate in continuous improvement projects.
Top Responsibilities:
Managing O2C for Component Business for PSBU Sites.
Leading Demand Control Process for Part Business.
Managing Global counterparts for Allocation & Capacity.
RESPONSIBILITIES
Education, Licenses, Certifications:
Must : BE/BTech
Good to Have : MBA/Mtech
This position may require licensing for compliance with export controls or sanctions regulations.
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.
Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Self-development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Customer Support : Demonstrating proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction.
Order Life Cycle : Understanding the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.
Order Life Cycle Systems Knowledge : Demonstrating 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 : Managing 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.
QUALIFICATIONS
Skills:
Oracle/ERP Knowledge
Data Analytics
Advanced Excel, Power BI (preferred), etc.
Stakeholder Management
Strong Communication
Experience:
- 3 plus years in customer order management, customer-facing roles, supply chain/logistics, or international trade experience preferred.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2412427
Relocation Package No