Customer Order Management Representative - Level III

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.

Competencies:

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 requirementsValues differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

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.