Customer Order Management Representative - Level III

The Customer Order Management Representative - Level III is responsible for managing the complete customer order life cycle while ensuring high levels of customer satisfaction, operational efficiency, and supply chain stability. Working with minimal supervision and in accordance with Cummins Delegation of Authority policies, this role uses analytical and quantitative methods to support supply chain processes, align demand and supply plans, and help shorten the order-to-cash cycle. The incumbent serves as the primary point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams to ensure timely and accurate order fulfillment, issue resolution, and continuous communication throughout the process.

Key Responsibilities

• Manage assigned customer accounts throughout the complete order life cycle, including customer set-up, order entry, modifications, escalations, and logistics coordination where applicable.
• Act as the single point of contact for customers, parts distribution centers, manufacturing plants, and internal cross-functional teams for order processing and fulfillment activities.
• Ensure customer orders are processed accurately and shipped within agreed timelines while maintaining service level expectations.
• Resolve complex customer inquiries and escalations through detailed research and strong understanding of business processes, systems, and practices.
• Escalate critical issues to appropriate support teams while maintaining complete documentation and communication throughout the resolution process.
• Maintain accurate records of customer interactions, transactions, and order updates within designated systems and databases.
• Ensure compliance with export policies, shipping regulations, and required documentation standards.
• Coordinate with manufacturing and aftermarket teams to address quality concerns and submit Material or Process Non-Conformance claims through Quality Management Systems.
• Support customer visits and operational reviews at local facilities as required.
• Prepare and distribute standard and customized reports for internal stakeholders and customers.
• Monitor and support Customer Order Management metrics, departmental goals, and continuous improvement initiatives.
• Serve as a Subject Matter Expert and/or Quality Management Systems Champion, including support for internal audit activities where applicable.
• Collaborate with supply chain and operational teams to validate demand plans, improve process efficiency, and enhance supply chain stability.

• Strong customer focus with the ability to build and maintain effective customer relationships.
• Excellent verbal and written communication skills with the ability to interact effectively across multiple levels and functions.
• Strong collaboration and teamwork skills with the ability to work cross-functionally to achieve shared objectives.
• Proven problem-solving and analytical capabilities with attention to detail and accuracy.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Knowledge of end-to-end order life cycle processes and customer support functions.
• Understanding of order processing systems, customer order modification procedures, and issue resolution processes.
• Familiarity with Quality Management Systems and continuous improvement methodologies.
• Strong time management and organizational skills.
• Intermediate to advanced computer proficiency in Microsoft Office applications including Excel, Word, PowerPoint, and Outlook.
• Ability to navigate computerized order management, data entry, and analytics systems efficiently.
• Demonstrated adaptability, self-development mindset, and commitment to continuous learning.
• Ability to work effectively with diverse teams and stakeholders.

• Experience managing customer orders and supporting end-to-end order fulfillment processes.
• Experience handling customer escalations and resolving complex operational issues.
• Exposure to supply chain operations, logistics coordination, or manufacturing support environments preferred.
• Experience using ERP systems, order management platforms, or analytics tools preferred.
• Team-oriented mindset with a passion for delivering exceptional customer support.

• Shift Timing: 5:00 PM to 2:00 AM IST.

• Degree or diploma in Supply Chain, Business Administration, Operations, Logistics, or a related field preferred.
• Minimum 2 years of relevant experience in customer order management, account management, customer support, or supply chain operations.
• Experience working in a fast-paced, customer-focused environment preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.