Project Manager - Service Delivery
SAP
ERP
Job Level
JuniorMid-Level
Tech Stack
ERP
About the role
- Respond promptly to customer inquiries via chat, email, and phone.
- Document customer interactions in Cummins systems accurately.
- Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
- Escalate non-routine issues with proper documentation.
- Understand and apply new and existing Cummins processes and systems.
- Contribute suggestions to make processes more efficient and customer centric.
- Support initiatives aimed at improving customer experience and operational efficiency.
- Assist with order-related information, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
- Communicate across distribution functions to manage customer requests effectively.
- Provide insights and feedback to internal teams based on customer interactions.
- Apply service documentation and warranty processes: analyze issues, determine root causes, and manage warranty claims according to Cummins standards.
Requirements
- High school diploma or equivalent required.
- Bachelor’s degree in management or related field preferred; MBA is an advantage.
- Minimum of 2 years’ experience in customer service, technical support, or call center operations.
- Prior experience in parts support or order management preferred.
- Familiarity with ERP tools, Microsoft Excel, and Power BI.
- A customer-centric approach focused on quality and satisfaction.
- Strong problem-solving and conflict-resolution abilities.
- Strategic thinking and ability to manage routine operations efficiently.
- Knowledge of industry best practices in customer care and call management.
- Strong organizational and time-management skills.
- Adaptability to fast-paced, dynamic environments.
- Excellent verbal and written communication skills.
- Licensing may be required for compliance with export controls or sanction regulations.
