Customer Order Management Representative - Level II - OFFC

The Customer Order Management Representative - Level II serves as the primary point of contact for assigned customer accounts, managing the complete order lifecycle from order entry through fulfillment. This role ensures accurate, timely, and efficient order processing while delivering an exceptional customer experience through proactive communication, issue resolution, and cross-functional collaboration. The representative partners with customers, manufacturing plants, distribution centers, logistics providers, and internal stakeholders to meet delivery commitments, maintain compliance, and drive customer satisfaction.

Key Responsibilities

• Manage the complete customer order lifecycle, including customer setup, order entry, order modifications, tracking, fulfillment, and issue resolution to ensure on-time delivery.
• Serve as the primary point of contact for assigned customer accounts, providing timely updates and maintaining strong customer relationships.
• Coordinate with manufacturing plants, distribution centers, logistics providers, and internal cross-functional teams to ensure seamless order fulfillment.
• Resolve customer inquiries and order-related issues by leveraging knowledge of business processes, systems, and supply chain operations while adhering to established service level agreements (SLAs).
• Escalate complex issues to appropriate support teams with complete documentation and follow through until resolution.
• Maintain accurate customer records, order details, and communication history within company systems.
• Ensure compliance with export control regulations, shipping requirements, and documentation standards applicable to customer orders.
• Coordinate with Quality teams to initiate Material Non-Conformance (MNC) or Process Non-Conformance (PNC) claims when required.
• Support customer visits, business reviews, and operational meetings as needed.
• Prepare, analyze, and distribute standard and customized operational reports to customers and internal stakeholders.
• Monitor order status, identify exceptions proactively, and implement corrective actions to minimize delivery risks.
• Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, and order management processes.
• Demonstrate Cummins values by fostering collaboration, inclusion, customer focus, and continuous learning.

• Customer Order Management
• Order Lifecycle Management
• Customer Relationship Management
• Order Processing and Fulfillment
• Account Management
• Supply Chain Fundamentals
• Export Compliance and Documentation
• Logistics Coordination
• Quality Management Systems (QMS)
• ERP/Order Management Systems
• Problem Solving and Analytical Skills
• Cross-functional Collaboration
• Customer Service Excellence
• Effective Communication
• Stakeholder Management
• Time Management and Prioritization
• Attention to Detail
• Continuous Improvement Mindset
• Microsoft Office Suite (Excel, Outlook, PowerPoint)

• Experience in customer order management, customer service, account management, supply chain, logistics, or related operations.
• Working knowledge of end-to-end order lifecycle processes and customer support operations.
• Experience coordinating with multiple stakeholders in a fast-paced operational environment.
• Familiarity with ERP or order management systems is preferred.
• Experience handling customer escalations and resolving operational issues is advantageous.

• Work Mode: Hybrid (currently 3 days in office and 2 days remote), subject to change based on company policy.
• Shift Requirement: Candidates must be willing to work in night shifts based on business requirements.

• High school diploma, secondary education certificate, or equivalent work experience.

• Bachelor's degree or equivalent qualification in Business, Supply Chain Management, Logistics, Operations, Commerce, or a related discipline.
• Licensing or eligibility for export control or sanctions compliance, where applicable.