Customer Order Management Representative - Level II - OFFC

Cummins Inc; Saddar; Hybrid; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Rotational night shifts

Job summary

Cummins Inc. in Pakistan seeks a Supply Chain Planning professional to act as the single point of contact for assigned customer accounts and manage the entire order life cycle to ensure on-time processing and shipment.

You will collaborate with logistics, manufacturing and customer support, handling inquiries with detailed knowledge of Cummins processes. This role requires English fluency and willingness for rotational night shifts, with a hybrid work model.

Qualifications

• Must have experience with customer order management and account handling.
• Fluent in English with strong communication and collaboration skills.
• Knowledge of export controls or logistics is a plus.

Responsibilities

• Own the full order life cycle from entry to fulfillment to ensure on-time shipment.
• Serve as single point of contact for customers, distributors and plants.
• Resolve complex inquiries with in-depth knowledge of Cummins processes.
• Escalate issues with proper documentation and cross-functional coordination.
• Maintain accurate records in the relevant ERP/QMS systems.
• Ensure export compliance and proper shipping documentation.
• Support process improvements and reporting for customer order management.

Skills

Customer order management

Account management

Communication skills

Supply chain knowledge

Education

High school diploma

College degree preferred

Tools

Quality Management System

Job description

Job Summary:

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Key Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline:
• Act as the single-point-of-contact to Cummins' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Cummins processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
• Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Knowledge of Quality Management Systems.
• Support Supervisor with hosting customer visits at local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.

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.
• 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.
• College or equivalent degree preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
• Shift Time: Rotational Night Shift5pm to 2 am8pm to 5am9pm to 6am
• Candidates must be willing to work in Rotational Night Shifts
• Strong communication skills, must be fluent in English

Work Mode: Hybrid( 2 days Remote, 3 days in office)

Job Supply Chain Planning

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

Relocation Package No

100% On-Site No