The Customer Order Management Specialist is responsible for managing the end-to-end order life cycle for assigned customer accounts to ensure timely, accurate, and high-quality order fulfilment. This role acts as the single point of contact for customers, resolving order processing, scheduling, shipping, and service-related queries while delivering a consistently positive customer experience. The role also includes leading and supporting customer query operations, coordinating with cross-functional teams, and driving continuous improvement in customer order management processes.
Key Responsibilities Customer Order & Query Management
- Manage the complete order life cycle for assigned customers, including order entry, modifications, invoicing, credits/debits, and logistics documentation.
- Act as the single point of contact for customer inquiries, order status requests, and escalations; manage escalations through to closure.
- Provide consultative support to customers on lead times, availability, order status, policies, and minor technical or process-related queries.
- Demonstrate customer support excellence, including compassion, empathy, and professionalism in all customer interactions.
Customer Query Team Leadership & Operations
- Lead and oversee the Customer Query team responsible for handling customer inquiries and service-related escalations.
- Manage daily operational activities such as workload allocation, queue monitoring, SLA adherence, and first-level escalation support.
- Monitor team performance using metrics such as query volumes, aging, and resolution turnaround times.
- Ensure timely, accurate, and professional responses aligned with customer expectations and Cummins standards.
Cross-Functional Collaboration
- Liaise with internal teams including Order Management, Planning, Production, Materials, Logistics, Finance, Sales, Warehouse, and Distribution to resolve complex customer queries and ensure smooth order throughput.
- Coordinate closely with planning and logistics teams to meet delivery commitments and financial targets.
- Support customer visits and strengthen customer relationships through proactive engagement.
Continuous Improvement & Customer Centricity
- Support departmental goals to build a proactive, customer-centric organization.
- Develop, document, and enhance standard administrative practices related to customer communication and order processing.
- Identify improvement opportunities and develop proactive customer communications related to processes, policies, and best practices.
- Participate in continuous improvement and transformation initiatives.
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.
Responsibilities:
Skills & CompetenciesCore Skills- Strong communication skills with the ability to engage effectively across multiple audiences.
- Excellent prioritization, problem-solving, and decision-making capabilities in a customer-facing environment.
- Ability to manage complexity and high volumes of transactional and customer data.
- Strong customer focus with a commitment to delivering customer-centric solutions.
- Proven ability to drive results, even under tight timelines and pressure.
Functional & Behavioral Competencies- Customer Support & Order Life Cycle Knowledge
- Order Processing & Systems Knowledge
- Collaboration and cross-functional partnership
- Effective multi-mode communication
- Continuous learning and self-development
- Valuing differences and working effectively across cultures and regions
ExperienceRequired- 7-8 years of experience in customer order management, customer support, supply chain, logistics, or related customer-facing roles.
- Minimum 2–3 years of people management or team leadership experience in customer support, order management, or O2C environments.
- Experience monitoring team performance using operational and service metrics.
Nice to Have- Experience working with CRM or case management tools.
- Exposure to global or regional customer support operations.
- Experience with international trade or global supply chain environments.
Work Arrangement- Shift Timing: 5:00 PM – 2:00 AM IST
- Work Mode: Hybrid
- Work from Office: Tuesday, Wednesday, Thursday
- Work from Home: Monday, Friday
Qualifications:
Qualifications- College, university, or equivalent bachelor’s degree required.
- Experience in customer order management, customer-facing roles, supply chain, logistics, or order-to-cash (O2C) environments.
