Job
Description
As an Order Management Specialist at our company, you will be responsible for handling order management tasks for specific customers/accounts throughout the order life cycle. This includes order entry, modification, invoicing, credits/debits, and logistics documentation. You will also provide consultative support to customers on lead time, availability, minor technical support, and company policies. Your role will involve being a single point of contact for customer inquiries and escalations, ensuring their resolution and demonstrating excellent customer support in all interactions. Key Responsibilities: - Act as a single point of contact for customer inquiries and escalations, managing them to closure. - Coordinate with internal teams to ensure prompt and accurate order throughput. - Communicate with sales, warehouse, and logistics staff to confirm order status and resolve queries. - Support departmental goals for improved customer-centric practices. - Develop, document, and enhance standard administrative practices related to customer communication and order throughput. - Lead a team of 5+ Order Management Representatives/Specialists. - Plan, prioritize, and schedule team activities efficiently. - Review progress and evaluate results for continuous improvement. - Monitor team performance and adapt procedures for enhancement. - Lead cross-functional problem-resolution initiatives. - Analyze customer inquiries and suggest process improvements. - Own departmental metrics, reporting, and analysis. - Coordinate team input for proactive customer communications. - Lead and participate in continuous improvement projects. Qualifications: - Bachelor's degree or equivalent required. - This position may require licensing for compliance with export controls or sanctions regulations. In addition to the above responsibilities, you will collaborate with internal departments to integrate activities, analyze customer inquiries, and recommend process improvements. You will also lead cross-functional problem-resolution initiatives and own departmental metrics, reporting, and analysis. Cummins Inc. is a company that values collaboration, effective communication, customer focus, driving results, managing complexity, self-development, customer support, order life cycle knowledge, order life cycle systems knowledge, order processing, and valuing differences. Experience: - 8+ years of experience in Supply Chain/Customer Order Management, including people management. - Experience in managing a team of 5+ employees preferred. - Experience in high-impact continuous improvement or Six Sigma projects preferred. - Intermediate level of relevant work experience, preferably in consulting or GCC/shared services industry, working with APAC or EMEA region. Skills: - Strong team management skills. - Excellent communication and interpersonal skills. - Ownership and self-drive for value addition. - Analytical and problem-solving abilities. - Ability to adapt and thrive in a fast-paced environment. - Ability to work collaboratively with all stakeholders. - Proficiency in Microsoft Office Suite and presentation skills. Please note that you should be prepared to work in shifts (APAC shift: 6:30 AM to 3:30 PM IST or EMEA shift: 12:30 PM to 9:30 PM IST) with 2 days work from home and 3 days work from the office, with free transport facility for both shifts.,
