Customer Order Management Representative - Level III

Description

5 PM to 7 AM IST

Key Responsibilities

• Manage assigned customer accounts throughout the entire order life cycle—from 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.
  

Responsibilities

Skills and Competencies:

Core Competencies

• 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.
  

Technical Competencies

• 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.
  

Qualifications

Qualifications:

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

Experience And Additional Requirements

• 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.
  

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