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Cummins Inc. Customer Order Management Specialist in Pune, India

Customer Order Management Specialist


Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries

Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)

Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance

Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure

Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions

Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets

Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries

Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes

Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices

Supports customer visits

Participates in continuous improvement projects



Drives results - Consistently achieving results, even under tough circumstances.

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.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Education, Licenses, Certifications

College, university, or equivalent degree

This position may require licensing for compliance with export controls or sanctions regulations.


0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred

This role is to offer support in the US timezone and hence incumbent needs to operate in Night Shift (7PM to 4AM IST). At GAC we offer Night Shift allowance & Pickup and Drop facilities (within PMC & PCMC jurisdiction) to all employees working in this shift. The role specific requirements are as below – Lead Customer Order management team which is responsible on the the below

  • Customer Order entry, modification & processing

  • Customer Order board reconciliation

  • Holds management & Order exception handling

  • Inter Company credits and invoices

  • Metrics, Analysis & ReportingAccountable for Delivery, quality and performance for the teamManage Workplan and performance for the team membersImprove processes to drive efficiency and effectiveness


Primary Location India-Maharashtra-Pune-India, Pune, IOC Tower A

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Nov 17, 2020, 2:37:34 PM

Unposting Date Dec 18, 2020, 10:29:00 AM

Req ID: 20000360