**DESCRIPTION** 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. **RESPONSIBILITIES** **Skills & Competencies** **Core 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 **Experience** **Required** + 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. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** On-site with Flexibility **Job Type** Exempt - Experienced **ReqID** 2424363 **Relocation Package** No **100% On-Site** No