**DESCRIPTION** **Key Responsibilities:** + Manage end-to-end order life cycle for assigned customer accounts, including new account setup, order entry/modification, issue resolution, and logistics coordination to meet committed delivery timelines. + Act as the primary point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams to ensure smooth order processing and fulfillment. + Provide accurate documentation and maintain proactive, ongoing communication with customers throughout the order management process. + Handle complex customer inquiries by conducting thorough research and applying in-depth knowledge of internal systems, processes, and policies; respond within defined Service Level Agreements (SLAs). + Escalate unresolved or complex issues to higher-level customer support with complete documentation, ensuring a seamless handover and follow-through. + Maintain accurate and up-to-date records of all customer interactions in designated systems or databases. + Ensure compliance with export policies and prepare/export required shipping documentation in accordance with applicable legal regulations. + Serve as a liaison for quality concerns, coordinating between customers and manufacturing/aftermarket teams; raise and manage Material or Process Non-Conformance claims via the Quality Management System. + Possess working knowledge of Quality Management Systems; may serve as a Quality Champion or Internal Auditor. + Support the Supervisor in organizing and facilitating customer visits at local facilities. + Prepare and share internal and customer-specific reports, both standard and customized, as required. + Demonstrate a strong understanding of Customer Order Management (COM) policies, procedures, and KPIs. + Contribute to departmental initiatives aimed at enhancing customer experience and building a more proactive support function. **RESPONSIBILITIES** **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 **QUALIFICATIONS** **Additional Info:-** **Shift timing 5pm to 2am IST** **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2416542 **Relocation Package** Yes