Customer Order Management Representative - Level II - OFFC

DESCRIPTION

The Customer Order Management Representative - Level II acts as the single point of contact for assigned customer accounts, managing the end-to-end order life cycle to ensure accurate, timely, and compliant order processing. The role requires close coordination with customers, internal teams, distribution centers, and manufacturing plants to deliver a seamless customer experience while meeting service level agreements and business objectives.

Key Responsibilities

• Manage assigned customer accounts across the complete order life cycle, including new customer setup, order entry and modification, escalations, and logistics coordination to ensure on-time shipment against agreed deadlines.
• Serve as the single point of contact for Cummins customers, parts distribution centers, manufacturing plants, and cross-functional teams to process and fulfill customer orders.
• Provide accurate documentation and maintain continuous communication with customers throughout the order fulfillment process.
• Take ownership of complex customer inquiries by conducting in-depth research and applying a strong understanding of Cummins processes, systems, and practices to deliver timely and accurate resolutions in line with Service Level Agreements.
• Escalate complex issues to the appropriate support level when required, ensuring complete and accurate documentation throughout the escalation process.
• Maintain accurate and up-to-date records of all internal and external customer interactions within designated systems and databases.
• Ensure customer compliance with export policies and compile all required export and shipping documentation in accordance with applicable legislation.
• Act as a liaison between customers and aftermarket or manufacturing locations for quality-related issues; raise Material or Process Non-Conformance claims through the Quality Management System.
• Support supervisors in hosting customer visits at the local facility when required.
• Prepare and distribute standard and customized reports for internal stakeholders and customers.
• Adhere to Customer Order Management policies, procedures, and performance metrics.
• Support departmental goals and initiatives aimed at building a proactive, customer-centric support organization.
• Participate in and/or lead continuous improvement and process optimization initiatives.

• Strong communication and follow-up skills with the ability to engage effectively with internal and external stakeholders.
• Proficiency in MS Excel and Advanced Excel; basic working knowledge of SQLM systems.
• Good understanding of supply chain concepts, order processing, and logistics operations.
• Working knowledge of Order Life Cycle processes and supporting systems.
• Experience in managing customer orders, resolving exceptions, and ensuring compliance with service-level expectations.
• Familiarity with Quality Management Systems and handling quality-related customer issues.
• Ability to manage multiple priorities, maintain attention to detail, and ensure data accuracy.

• Collaborates - Builds partnerships and works effectively with cross-functional teams to achieve shared objectives.
• Communicates Effectively - Delivers clear, structured, and audience-appropriate communication across multiple channels.
• Customer Focus - Develops strong customer relationships and delivers customer-centric solutions throughout the order life cycle.
• Drives Results - Consistently meets commitments and delivers outcomes, even under challenging conditions.
• Self-Development - Actively seeks opportunities for continuous learning and professional growth.
• Customer Support - Applies proactive customer support practices at every stage of the order life cycle to ensure customer satisfaction.
• Order Life Cycle Knowledge - Demonstrates understanding of end-to-end order life cycle phases, terminology, and cross-functional dependencies.
• Order Life Cycle Systems Knowledge - Effectively navigates order management systems to process orders, modifications, and customer queries accurately and on time.
• Order Processing - Executes order receipt, exception identification, and resolution to meet customer and business requirements.
• Values Differences - Recognizes and appreciates diverse perspectives, cultures, and experiences within the organization.

• High school diploma or certificate of completion of secondary education, or equivalent experience meeting applicable regulatory requirements.
• Minimum 1-2 years of experience in Supply Chain Management, Customer Order Management, or a related field.