Key Responsibilities:
- Manage assigned customer accounts throughout the complete order life cycle, including new customer set-up, order entry/modification, and handling escalations; may also include logistics coordination to ensure timely order delivery.
- Serve as the single point of contact for customers, internal cross-functional teams, parts distribution centers, and manufacturing plants to ensure seamless order processing and fulfillment.
- Provide accurate documentation and consistent communication to customers from order initiation through to completion.
- Own and resolve complex customer inquiries by leveraging in-depth knowledge of Cummins' processes, systems, and policies; ensure responses are provided within defined Service Level Agreements (SLAs).
- Collaborate with higher-level support for escalated issues, ensuring proper documentation is maintained throughout the resolution process.
- Maintain comprehensive and accurate records of all customer interactions within the designated systems or databases.
- Ensure customer compliance with export regulations and prepare necessary export/shipping documentation in alignment with legal requirements.
- Act as a liaison for quality-related concerns between customers and internal teams (aftermarket or manufacturing); raise Material or Process Non-Conformance claims through the Quality Management System.
- Demonstrate a working knowledge of Quality Management Systems and contribute to quality initiatives, including acting as an Internal Auditor or Subject Matter Expert where applicable.
- Support the Supervisor in organizing and hosting customer visits at the local facility.
- Generate and distribute both standard and customized reports for internal stakeholders and customers.
- Stay updated on Customer Order Management (COM) policies, procedures, and performance metrics.
- Contribute to departmental goals aimed at enhancing customer experience and transforming into a proactive support function.
Competencies:
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Drives results - Consistently achieving results, even under tough circumstances.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience
Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
Degree in related field preferred.
2 plus years of relevant customer order management, account management or in the supply chain field
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Team focused and passionate about customer support
Time management: Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives
Attention to detail: Accurate data entry skills Fast typing speed with accuracy, extreme attention to detail
Computer literacy: Intermediate to advanced standard of computer skills with the ability to use office applications (Microsoft Office, Word, Excel, PowerPoint and Outlook)
Ability to navigate a computerized data entry system or other relevant applications and the ability to gain knowledge in using order processing and analytics systems
Additional Information:-
Should be ready to work in US time zone, 5 PM to 2 AM IST, India Time.
Should be ready to work from office 3 days a week.
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.