Sales Operations Coordinator - Level I

Order Management & Customer Support Specialist

The Order Management & Customer Support Specialist is responsible for managing the end-to-end order life cycle for assigned customer accounts, ensuring timely and accurate order fulfillment. This role serves as a single point of contact for customers, internal teams, and distribution centers to address order processing, scheduling, logistics, and shipping queries. The position also involves sales reporting, system administration, and data analysis to support sales operations, process improvement initiatives, and enhance the overall customer experience.

Key Responsibilities

Order Management & Customer Support

• Manage assigned customer accounts throughout the entire order life cycle, from setup and order entry/modification to escalations and logistics management.
• Serve as the single point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams to ensure timely and accurate order fulfillment.
• Liaise with production, planning, and materials teams to ensure smooth order throughput and achievement of financial targets.
• Communicate with sales, warehouse, and logistics teams to confirm order status and resolve customer inquiries.
• Handle complex customer issues through research and a detailed understanding of Cummins systems, processes, and policies.
• Ensure compliance with export policies, compiling required shipping and documentation per legislation.
• Support quality issue resolution by raising Material/Process Non-Conformance claims via the Quality Management System.
• Maintain accurate and complete documentation of all interactions in relevant systems.
• Prepare and distribute standard and customized internal and external reports.
• Contribute to departmental goals, continuous improvement initiatives, and customer visit facilitation.

Sales Support & Data Analysis

• Run and consolidate recurring sales reports and forecasts using defined templates and tools (e.g., Salesforce, WWSPS, BMS, Portal).
• Support system administration tasks, ensuring data accuracy and consistency.
• Conduct repetitive internal and external data analysis (e.g., market data, competition research) to identify trends and business opportunities.
• Assist in developing and delivering sales content and materials that align with customer needs and business objectives.
• Support project schedule management to ensure on-time deliverables.