Order Management Analyst

Cummins Arabia; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Order Management Specialist to oversee the complete order life cycle for customer accounts. This role is essential in ensuring timely order fulfillment and exceptional customer service. You will act as the primary contact for customers, resolving queries and managing order processing tasks efficiently. Your expertise in order management and tools like Movex will be crucial in optimizing processes and enhancing customer satisfaction. Join a dynamic team that values collaboration and strives for excellence in customer support.

Qualifications

• 2 years of experience in order management with a focus on customer service.
• Strong knowledge of Ms. Excel and experience with Movex software.

Responsibilities

• Act as a single point of contact for customers regarding order processing.
• Manage the entire order life cycle from entry to delivery.

Skills

Order Management

Customer Interaction

Ms. Excel

Movex

Education

Bachelor's degree in Business Administration

Bachelor's degree in Industrial Engineering

Tools

Movex

OOH file

Job description

Job Summary: Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment.

Main Requirements:

• 2 years of experience in Order Management
• Bachelor's degree in Business administration, Industrial Engineering etc.
• Experience with Customer interaction
• Ms. Excel knowledge is a must
• Movex experience is preferred

Responsibilities:

• 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. Ensure order entry and processing in line with Cummins Arabia Order Management (OM) guidelines.
• Accurately input and update customer orders in OOH file and create CO in Movex upon NPOC approval. Ensure tax invoices are issued after Equipment Release Document (ERD) approval but before delivery.
• Ensure all transactions comply with Saudi ZATCA tax regulations, including VAT and WHT requirements. Maintain accurate record-keeping for finance and audit compliance. Track and update ETA, SSD, and PO numbers in the Forecast/Order On Hand (OOH) file and communicate with Sales/Project team regarding changes, and delays. Serve as the key point of contact for order status, delivery schedules, and issue resolution. Proactively resolve order-related disputes and escalate issues when required.
• Collaborate with Sales, Finance, Planning, and Logistics teams to ensure smooth order execution. Ensure adherence to Equipment Release Document (ERD) submission deadlines and initiate early preparation of draft -Equipment Release Document (ERD)s. Prepare monthly KPI report for KSA in regards with forecast vs actual deliveries. Ensure adherence to Order Management (OM) best practices to improve efficiency and minimize errors. Ensure zero process violations and align with Cummins policies and procedures.

Competencies:

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