Customer Order Management Representative - Level III

5 PM to 7 AM IST

• Manage assigned customer accounts throughout the entire order life cyclefrom new customer setup, order entry/modification, to escalations and logistics coordination.
• Serve as the single point of contact for customers, distribution centers, manufacturing plants, and internal departments to ensure timely and accurate order fulfillment.
• Proactively resolve complex customer inquiries using in-depth knowledge of Cummins systems, processes, and practices.
• Escalate unresolved issues appropriately while maintaining thorough documentation.
• Ensure compliance with export policies and compile necessary shipping documentation in accordance with relevant legislation.
• Act as a liaison for quality issues, submitting Material or Process Non-Conformance claims via the Quality Management System.
• Support customer visits and prepare internal and external reports.
• Champion Quality Management Systems (e.g., Internal Auditor Certification) and serve as a Subject Matter Expert.
• Contribute to departmental goals and initiatives aimed at enhancing proactive customer support.

• Customer Focus:

  Builds strong relationships and delivers customer-centric solutions.

• Collaboration:

  Works effectively with others to meet shared objectives.

• Communication:

  Delivers clear, audience-appropriate messages across multiple modes.

• Results-Driven:

  Maintains focus and delivers outcomes even under pressure.

• Self-Development:

  Actively seeks growth opportunities through formal and informal channels.

• Values Differences:

  Appreciates diverse perspectives and cultural contributions.

• Customer Support:

  Understands the importance of proactive support throughout the order life cycle.

• Order Life Cycle Knowledge:

  Demonstrates understanding of end-to-end order processes and their impact on customer satisfaction.

• System Proficiency:

  Skilled in navigating order processing systems and responding to customer queries efficiently.

• Order Processing:

  Manages order receipt, exception handling, and resolution to meet customer requirements.

• Bachelors degree in a related field preferred.
• Minimum 2 years of experience in customer order management, account management, or supply chain operations.

• Proven ability to work in a team-oriented, customer-focused environment.
• Strong time management and organizational skills.
• High attention to detail with fast and accurate data entry capabilities.
• Intermediate to advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to quickly learn and adapt to new systems and tools.