**DESCRIPTION** Key Responsibilities: + **Order Management** : Perform order management tasks for a specific set of customers/accounts, handling the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation). + **Customer Support** : Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance. + **Single Point of Contact** : Act as the single point of contact for customer inquiries and escalations; manage escalations to closure. + **Customer Communication** : Demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions. + **Internal Coordination** : Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput, including achieving financial targets. + **Cross-functional Communication** : Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries. + **Departmental Goals** : Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization; develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes. + **Proactive Communication** : Identify ideas and develop proactive communications for the assigned customer base regarding processes, policy, and/or best practices. + **Customer Visits** : Support customer visits and participate in continuous improvement projects. Top Responsibilities: 1. Managing O2C for Component Business for PSBU Sites. 2. Leading Demand Control Process for Part Business. 3. Managing Global counterparts for Allocation & Capacity. **RESPONSIBILITIES** **Education, Licenses, Certifications:** + **Must** : BE/BTech + **Good to Have** : MBA/Mtech + This position may require licensing for compliance with export controls or sanctions regulations. **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. + **Manages Complexity** : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. + **Self-development** : Actively seeking new ways to grow and be challenged using both formal and informal development channels. + **Customer Support** : Demonstrating proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction. + **Order Life Cycle** : Understanding the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled. + **Order Life Cycle Systems Knowledge** : Demonstrating 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** : Managing 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. **QUALIFICATIONS** **Skills:** + Oracle/ERP Knowledge + Data Analytics + Advanced Excel, Power BI (preferred), etc. + Stakeholder Management + Strong Communication **Experience:** + 3 plus years in customer order management, customer-facing roles, supply chain/logistics, or international trade experience preferred. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Exempt - Experienced **ReqID** 2412427 **Relocation Package** No