Description
The Order Management & Customer Support Specialist is responsible for managing the
end-to-end order life cycle
for assigned customer accounts, ensuring timely and accurate order fulfillment. This role serves as a
single point of contact
for customers, internal teams, and distribution centers to address order processing, scheduling, logistics, and shipping queries. The position also involves
sales reporting, system administration, and data analysis
to support sales operations, process improvement initiatives, and enhance the overall customer experience.
Key Responsibilities
Order Management & Customer Support
- Manage assigned customer accounts throughout the entire order life cycle , from setup and order entry/modification to escalations and logistics management.
- Serve as the single point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams to ensure timely and accurate order fulfillment.
- Liaise with production, planning, and materials teams to ensure smooth order throughput and achievement of financial targets.
- Communicate with sales, warehouse, and logistics teams to confirm order status and resolve customer inquiries.
- Handle complex customer issues through research and a detailed understanding of Cummins systems, processes, and policies.
- Ensure compliance with export policies, compiling required shipping and documentation per legislation.
- Support quality issue resolution by raising Material/Process Non-Conformance claims via the Quality Management System.
- Maintain accurate and complete documentation of all interactions in relevant systems.
- Prepare and distribute standard and customized internal and external reports.
- Contribute to departmental goals, continuous improvement initiatives, and customer visit facilitation.
Sales Support & Data Analysis
- Run and consolidate recurring sales reports and forecasts using defined templates and tools (e.g., Salesforce, WWSPS, BMS, Portal).
- Support system administration tasks, ensuring data accuracy and consistency.
- Conduct repetitive internal and external data analysis (e.g., market data, competition research) to identify trends and business opportunities.
- Assist in developing and delivering sales content and materials that align with customer needs and business objectives.
- Support project schedule management to ensure on-time deliverables.
Responsibilities
Education, Licenses, and Certifications
- Bachelor’s Degree in Business, Supply Chain, Operations, or related field (preferred).
- High school diploma or equivalent accepted with relevant experience.
- May require licensing for compliance with export controls or sanctions regulations .
Core Competencies
- Customer Focus: Build strong customer relationships, delivering proactive and customer-centric solutions.
- Communicates Effectively: Tailor communication for different audiences, ensuring clarity and understanding.
- Collaborates: Partner effectively with internal teams and stakeholders to meet business goals.
- Drives Results: Consistently achieve goals, even under challenging circumstances.
- Manages Complexity: Make sense of complex information to solve problems effectively.
- Values Differences: Leverage diverse perspectives and cultures to enhance collaboration.
- Self-Development: Seek growth opportunities through formal and informal learning.
- Order Life Cycle Knowledge: Understand and manage all phases of the order life cycle to ensure seamless order processing and customer satisfaction.
- Customer Support Expertise: Demonstrate proactive support throughout the order life cycle, enhancing the overall customer experience.
- Data Analytics: Interpret qualitative and quantitative data to deliver actionable insights.
- Project Schedule Management: Apply tools and processes to ensure timely project execution.
Qualifications
Skills and Experience
- Experience:
- 1–4 years of relevant experience in customer order management, account management, supply chain, or sales support (preferred).
- Experience with reporting, data analysis, and system administration tasks.
- Familiarity with aftermarket channels, supply chain processes, and order fulfillment for on-highway and off-highway markets (preferred).
- Technical Skills:
- Proficiency in order management systems, ERP platforms, and CRM tools (e.g., Salesforce).
- Ability to analyze and interpret data to identify trends, variances, and opportunities.
- Knowledge of export policies, shipping documentation, and quality management processes.
- Additional Requirements:
- Strong organizational and problem-solving skills.
- Ability to work cross-functionally in a fast-paced environment.
- Willingness to participate in process improvement initiatives and training.
Job
Sales
Organization
Cummins Inc.
Role Category
Hybrid
Job Type
Office
ReqID
2419366
Relocation Package
No
