Customer Order Management Representative

Cummins; Angul; On-site; INR 260,000 - 480,000; Full time

Job summary

Cummins is seeking a proactive Order Management/Customer Support professional in India to handle first-call resolutions, process customer orders, and publish timely confirmations and notifications. The role requires strong communication, Excel proficiency, and understanding of O2C processes to ensure accurate, on-time order fulfillment.

The candidate will collaborate with the order management team, maintain records, and contribute to reports while seeking continuous process improvements.

Qualifications

• 1 year of experience in Order Management or Supply Chain Management.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Excel for data analysis and reporting.
• Good understanding of Order-to-Cash (O2C) processes and related business systems.

Responsibilities

• Manage first-call resolution for customer orders and enquiries.
• Process customer orders within the order management system and meet deadlines.
• Publish confirmations and notifications to customers (order acknowledgements, shipment tracking, invoices).
• Prepare and distribute standard internal and customer reports.
• Identify areas for process improvement and communicate to Supervisor.

Skills

Communication skills

Interpersonal skills

Microsoft Excel

Order-to-Cash (O2C)

Education

High school diploma

Tools

Order management system

Job description

Key Responsibilities:

With minimal supervision, manage first-call resolution for customer orders and enquiries: Ability to manage a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs) and resolve common enquiries. Process customer orders within the order management system, accurately and within the required deadline. Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner. Publish confirmations and notifications to customers (for example: order acknowledgements, shipment notifications, shipment tracking details and/or invoices). Respond to customer enquiries by referring them to published materials, secondary sources, or transfer the enquiry to the next appropriate level of customer support. Collaborate with the next appropriate level of customer support to seek resolution to challenging enquiries/complaints, providing documentation and continual communication to customer throughout the process. Maintain accurate records of all internal and external interactions in the appropriate database/system. Prepare and distribute standard internal and customer reports. Support order management team goals and initiatives to become a more proactive customer support organization. Identify and communicate areas for process improvement to Supervisor.

• Minimum 1 year of experience in Order Management or Supply Chain Management.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Excel for data analysis and reporting.
• Good understanding of Order-to-Cash (O2C) processes and related business systems.
• Ability to manage order processing efficiently while ensuring accuracy and timely execution.
  

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

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

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

Experience

Minimal or no work experience required.