Customer Order Management Senior Specialist

Job Summary:

Reporting to the OM Design Leader, the candidate will play a crucial role in the “1 Order Management (1-OM) Program,” contributing to the design and implementation of our order management business transformation journey. This exciting position requires relevant experience in an Oracle Applications environment, particularly with strong functional skills in Oracle EBS R12.2 modules, including Order Management, Release Management, and E-commerce Gateway. The ideal candidate will have expertise in EDI file formats (ANSI X12, EDIFACT, RND) and file transmissions, enabling them to analyze end customer requests and translate them into specific order management requirements. Additionally, the candidate must possess the ability to elicit and evaluate requirements, assess their interdependencies, and understand their impact on existing business processes. A key responsibility will be to design, test, and deploy sustainable global solutions while training users on new processes. The role demands adaptability to various methodologies, such as Agile and Waterfall, and requires a logical thinker with excellent analytical skills capable of navigating complex organizational dynamics. Ultimately, the candidate will be expected to foresee future possibilities and translate them into innovative strategies that drive continuous improvement.

In this role you will make an impact in the following ways:

• Order Lifecycle Management: Oversee the complete order lifecycle for key customers, ensuring timely and accurate processing of orders.
• Customer Inquiry Resolution: Address customer inquiries regarding product availability, pricing, delivery times, and order status promptly and accurately.
• Stakeholder Liaison: Collaborate with functional stakeholders to identify and mitigate short- and mid-term customer constraints.
• Analysis and Improvement: Analyze customer inquiries to identify recurring issues, recommend solutions, and enhance overall customer service.
• Expectation Management: Ensure that both internal and external customers’ expectations and requirements are consistently met.
• Communication Compliance: Adhere to established communication plans and processes to fulfill stakeholder needs effectively.
• Proactive Customer Engagement: Develop and implement proactive communications for assigned customers regarding processes, policies, and best practices.
• Mentorship and Training: Mentor and train new team members, providing backup coverage across multiple accounts as needed.
• Continuous Improvement: Lead local continuous improvement projects and actively participate in global initiatives to enhance customer-centric practices.

To be successful in this role you will need the following: 

Stakeholder Management:

• Ability to anticipate and balance the needs of multiple stakeholders, ensuring that all perspectives are considered in decision-making processes.

Collaboration:

• Proven track record of building partnerships and working collaboratively with diverse teams to achieve shared objectives and drive success.

Effective Communication:

• Skilled in developing and delivering multi-mode communications that clearly convey understanding of the unique needs of different audiences, fostering transparency and engagement.

Customer Focus:

• Strong commitment to building and maintaining robust customer relationships, delivering customer-centric solutions that enhance satisfaction and loyalty.

Results-Driven:

• Demonstrated ability to consistently achieve results, even in challenging circumstances, by employing strategic thinking and problem-solving skills.

Complexity Management:

• Proficient in making sense of complex, high-volume, and sometimes contradictory information to effectively identify and resolve problems.

Self-Development:

• Actively seeks opportunities for personal and professional growth through both formal and informal development channels, demonstrating a commitment to continuous improvement.

Customer Support Expertise:

• Understands the importance of proactive customer support interactions at each phase of the order lifecycle, ensuring customer satisfaction and a positive overall experience.

Order Life Cycle Knowledge:

• Familiar with the phases of the end-to-end order lifecycle, including terminology and functional collaboration necessary for fulfilling customer orders effectively.

Order Life Cycle Systems Proficiency:

• Demonstrates knowledge of system processes for managing customer orders, modifications, and inquiries to ensure accurate and timely order processing.

Order Processing Skills:

• Capable of managing the complete order processing workflow, from order receipt to exception identification and resolution, ensuring fulfillment meets customer requirements.

Valuing Differences:

• Recognizes and appreciates the value that diverse perspectives and cultures bring to the organization, fostering an inclusive and collaborative work environment.
• Education, Licenses, Certifications: 
• College, university, or equivalent degree required. 
• This position may require licensing for compliance with export controls or sanctions regulations. 
• Experience: 
• Intermediate level of experience required. 3-5 years of relevant work experience preferred. 
• Customer order management; customer facing; supply chain/logistics; international trade experience preferred.

Reporting to the OM Design Leader, the candidate will be part of the “1 Order Management (1-OM) Program, this exciting role will allow you to help design and enable our order management business transformation journey. The person must have relevant experience in an Oracle Applications environment with very strong functional skills for the modules stated below. Must also be able to implement leading practices in the process areas aiming for continuous improvement opportunities. 

The person must have deeper experience in the following areas: 

1. Must have experience in Oracle Applications EBS – R12.2. Modules: Order Management, Release Management, E-commerce Gateway.
2. Must have experience with EDI file formats [ ANSI X12 , EDIFACT, RND] and file transmissions. Analyze end customer asks and translate into Order Management business [Plant] requirements.
3. Require experience to elicit requirements, evaluate relationships and interdependencies between requirements, and assess the impact to existing business processes. 
4. Ability to design, test, deploy sustainable global solution and processes and train the users on the new processes.
5. Adaptability and flexibility to constant changes, methodologies and frameworks as recommended by Cummins [Agile, Waterfall, Safe Agile etc..,]
6. Logical thinker with excellent analytical skills and ability to analyze large date sets, analyze EDI customer data, set ups and processing rules.
7. Maneuvers comfortably through complex policy, tools, process, and people related organizational dynamics. Seeing ahead to future possibilities and translating them into breakthrough strategies.

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Visit EEOC.gov to know your rights on workplace discrimination.

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