**DESCRIPTION** The Order Management & Customer Support Specialist is responsible for managing the **end-to-end order life cycle** for assigned customer accounts, ensuring timely and accurate order fulfillment. This role serves as a **single point of contact** for customers, internal teams, and distribution centers to address order processing, scheduling, logistics, and shipping queries. The position also involves **sales reporting, system administration, and data analysis** to support sales operations, process improvement initiatives, and enhance the overall customer experience. **Key Responsibilities** **Order Management & Customer Support** + Manage assigned customer accounts throughout the **entire order life cycle** , from setup and order entry/modification to escalations and logistics management. + Serve as the **single point of contact** for customers, distribution centers, manufacturing plants, and cross-functional teams to ensure timely and accurate order fulfillment. + Liaise with production, planning, and materials teams to ensure smooth order throughput and achievement of financial targets. + Communicate with sales, warehouse, and logistics teams to confirm order status and resolve customer inquiries. + Handle complex customer issues through research and a detailed understanding of Cummins systems, processes, and policies. + Ensure compliance with export policies, compiling required shipping and documentation per legislation. + Support quality issue resolution by raising Material/Process Non-Conformance claims via the Quality Management System. + Maintain accurate and complete documentation of all interactions in relevant systems. + Prepare and distribute standard and customized internal and external reports. + Contribute to departmental goals, continuous improvement initiatives, and customer visit facilitation. **Sales Support & Data Analysis** + Run and consolidate recurring sales reports and forecasts using defined templates and tools (e.g., Salesforce, WWSPS, BMS, Portal). + Support system administration tasks, ensuring data accuracy and consistency. + Conduct repetitive internal and external data analysis (e.g., market data, competition research) to identify trends and business opportunities. + Assist in developing and delivering sales content and materials that align with customer needs and business objectives. + Support project schedule management to ensure on-time deliverables. **RESPONSIBILITIES** **Education, Licenses, and Certifications** + Bachelor’s Degree in Business, Supply Chain, Operations, or related field (preferred). + High school diploma or equivalent accepted with relevant experience. + May require licensing for compliance with **export controls or sanctions regulations** . **Core Competencies** + **Customer Focus:** Build strong customer relationships, delivering proactive and customer-centric solutions. + **Communicates Effectively:** Tailor communication for different audiences, ensuring clarity and understanding. + **Collaborates:** Partner effectively with internal teams and stakeholders to meet business goals. + **Drives Results:** Consistently achieve goals, even under challenging circumstances. + **Manages Complexity:** Make sense of complex information to solve problems effectively. + **Values Differences:** Leverage diverse perspectives and cultures to enhance collaboration. + **Self-Development:** Seek growth opportunities through formal and informal learning. + **Order Life Cycle Knowledge:** Understand and manage all phases of the order life cycle to ensure seamless order processing and customer satisfaction. + **Customer Support Expertise:** Demonstrate proactive support throughout the order life cycle, enhancing the overall customer experience. + **Data Analytics:** Interpret qualitative and quantitative data to deliver actionable insights. + **Project Schedule Management:** Apply tools and processes to ensure timely project execution. **QUALIFICATIONS** **Skills and Experience** + **Experience:** + 1–4 years of relevant experience in **customer order management, account management, supply chain, or sales support** (preferred). + Experience with reporting, data analysis, and system administration tasks. + Familiarity with aftermarket channels, supply chain processes, and order fulfillment for on-highway and off-highway markets (preferred). + **Technical Skills:** + Proficiency in order management systems, ERP platforms, and CRM tools (e.g., Salesforce). + Ability to analyze and interpret data to identify trends, variances, and opportunities. + Knowledge of export policies, shipping documentation, and quality management processes. + **Additional Requirements:** + Strong organizational and problem-solving skills. + Ability to work cross-functionally in a fast-paced environment. + Willingness to participate in process improvement initiatives and training. **Job** Sales **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2419366 **Relocation Package** No