Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative - Level III works under minimal supervision and in accordance with Cummins Delegation of Authority policies. This role applies analytical and quantitative methods to understand, predict, and improve customer order and supply chain processes. The incumbent collaborates cross-functionally to validate and execute demand plans, shorten the order-to-cash cycle, align supply with demand, and drive operational stability while delivering a superior customer experience.

Key Responsibilities

• Manage assigned customer accounts across the entire order life cycle , including customer setup, order entry and modification, escalations, and logistics coordination to meet committed delivery timelines.
• Serve as the single point of contact for customers, manufacturing plants, parts distribution centers, and cross-functional teams to process and fulfill orders efficiently.
• Provide accurate documentation and proactive communication to customers throughout the order fulfillment process.
• Resolve complex customer inquiries and escalations through detailed analysis and strong knowledge of Cummins systems, processes, and practices in alignment with SLAs.
• Escalate issues appropriately with complete documentation to ensure timely resolution.
• Maintain accurate records of all customer and internal interactions in relevant systems and databases.
• Ensure compliance with export control policies and prepare required export and shipping documentation in accordance with regulatory requirements.
• Act as a liaison between customers and manufacturing or aftermarket teams to address quality concerns and submit non-conformance claims through the Quality Management System.
• Support supervisors in hosting customer visits at local facilities.
• Prepare and distribute standard and customized reports for internal stakeholders and customers.
• Demonstrate working knowledge of Customer Order Management policies, procedures, and performance metrics .
• Contribute to departmental goals and initiatives focused on building a proactive, customer-centric support organization.
• Act as a Quality Management Systems Champion and/or Subject Matter Expert when required.

• Strong customer service orientation with a focus on proactive support
• Excellent time management and prioritization skills
• High accuracy in data entry with exceptional attention to detail
• Intermediate to advanced proficiency in Microsoft Office applications
• Ability to navigate order management, analytics, and enterprise systems
• Understanding of end-to-end order life cycle and order processing workflows
• Working knowledge of Quality Management Systems and compliance requirements
• Ability to work independently and collaboratively in a global team environment

• Collaborates: Builds strong partnerships and works effectively across teams to achieve shared business objectives.
• Communicates Effectively: Conveys information clearly and confidently across multiple channels and diverse audiences.
• Customer Focus: Develops strong customer relationships and delivers solutions that meet or exceed customer expectations.
• Drives Results: Consistently delivers high-quality outcomes, even in challenging or time-sensitive situations.
• Self-Development: Actively seeks learning opportunities to enhance skills, performance, and professional growth.
• Customer Support: Demonstrates proactive engagement at each phase of the order life cycle to ensure customer satisfaction.
• Order Life Cycle Knowledge: Understands end-to-end order processes and cross-functional dependencies that enable timely fulfillment.
• Order Life Cycle Systems Knowledge: Effectively uses order management systems to process orders, modifications, and customer queries accurately.
• Order Processing: Manages order receipt, exception resolution, and fulfillment to meet customer and business requirements.
• Values Differences: Respects and leverages diverse perspectives and cultural backgrounds to strengthen team outcomes.

• Bachelor's degree in a related field preferred

• 2+ years of relevant experience in customer order management, customer support, account management, or supply chain functions
• Ability to work in North America rotational shifts (5:00 PM - 7:00 AM IST)