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Customer Order Management Representative - Level II - OFFC

Cummins Inc. -
Pune, Maharashtra

Apply Now

Job details

10 days ago

Qualifications

Power BI
Microsoft Excel
Order management system
Customer service
Supply chain
ERP systems
Quality management
12th Pass
SQL
Analysis skills
Bachelor's degree
Diploma
Account management
Communication skills
Time management

Full job description

Responsible for managing the complete customer order lifecycle for assigned accounts, ensuring orders are processed accurately and delivered on time. Acts as the primary point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams, providing proactive communication, issue resolution, and exceptional customer support. Supports continuous improvement initiatives while ensuring compliance with company policies, export regulations, and quality standards.

Key Responsibilities

Manage assigned customer accounts throughout the entire order lifecycle, including customer setup, order entry, modifications, order tracking, escalations, and logistics coordination as required.
Serve as the primary point of contact for customers, parts distribution centers, manufacturing facilities, and internal stakeholders to ensure timely and accurate order fulfillment.
Monitor customer orders and proactively communicate updates, delays, and resolutions to ensure a positive customer experience.
Investigate and resolve complex customer inquiries by leveraging knowledge of business processes, systems, and operational practices.
Escalate critical issues to appropriate support teams while maintaining thorough documentation and communication throughout the resolution process.
Maintain accurate records of customer interactions, transactions, and order-related activities within designated systems and databases.
Ensure compliance with export control policies, shipping regulations, and documentation requirements.
Coordinate with manufacturing, supply chain, logistics, quality, and aftermarket teams to resolve product quality concerns and process non-conformance issues.
Submit and track Material Non-Conformance (MNC) and Process Non-Conformance (PNC) claims through the Quality Management System.
Prepare, analyze, and distribute standard and customized customer and internal reports.
Support customer visits and meetings at local facilities when required.
Monitor key performance metrics and contribute to departmental goals focused on customer satisfaction, operational excellence, and process efficiency.
Participate in and lead continuous improvement projects to enhance customer order management processes and service delivery.
Provide support during rotational night shifts and ensure seamless customer service coverage.

Skills & Competencies

Strong customer service and account management skills.
Advanced proficiency in Microsoft Excel.
Working knowledge of SQL and Power BI.
Strong analytical and problem-solving capabilities.
Effective verbal and written communication skills.
Ability to collaborate with cross-functional and global teams.
Excellent organizational and time-management skills.
Strong attention to detail and accuracy.
Knowledge of Quality Management Systems (QMS).
Understanding of export compliance and shipping documentation requirements.
Ability to manage multiple priorities in a fast-paced environment.
Continuous improvement mindset with a focus on operational excellence.

Behavioral Competencies

Customer Focus
Collaboration and Teamwork
Effective Communication
Results Orientation
Self-Development and Learning Agility
Cultural Awareness and Valuing Differences
Accountability and Ownership
Continuous Improvement

Technical Competencies

Customer Support Management
Customer Account Management
Order Lifecycle Management
Order Processing and Fulfillment
Order Management Systems Knowledge
Supply Chain and Logistics Coordination
Reporting and Data Analysis
Quality Management Processes
Export Compliance and Documentation

Experience

Experience in Customer Order Management, Customer Service, Account Management, Supply Chain, Logistics, or a related field.
Intermediate-level knowledge gained through professional experience, training, or on-the-job learning.
Experience working with ERP systems, order management tools, and customer service platforms preferred.
Experience using advanced Excel, SQL, and Power BI for reporting and analysis preferred.

Additional Requirements

Ability to work in a rotational night shift schedule (5:00 PM to 7:00 AM).
Ability to work effectively in a global and cross-functional environment.
Strong commitment to delivering an exceptional customer experience while meeting business objectives.

Qualifications

Education

High School Diploma, Secondary Education Certificate, or equivalent experience required.
Bachelor's degree, diploma, or equivalent college education preferred.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2431134

Relocation Package No

100% On-Site No

Apply Now

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