Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative - Level III, under minimal supervision and in line with the Cummins Delegation of Authority Policy, uses analytical and quantitative methods to understand, enhance, and stabilize supply chain processes. The role focuses on validating and executing demand plans, improving the order-to-cash cycle, and aligning supply with customer requirements. This position serves as a key liaison between customers, manufacturing teams, and internal stakeholders to ensure timely and accurate fulfilment of the complete order life cycle.

Key Responsibilities Order Management & Customer Support

• Own assigned customer accounts across the complete order life cycle-from customer set-up, order entry/modification, shipment coordination, and escalations.
• Act as a single point of contact for customers, plants, distribution centers, and cross-functional teams ensuring accurate documentation and continual communication until order completion.
• Support customers with export compliance requirements and ensure shipping documentation meets regulatory standards.
• Take full ownership of complex customer inquiries by performing in-depth research, applying knowledge of Cummins processes, and responding within defined Service Level Agreements.
• Maintain detailed and accurate records of all interactions in the required systems/databases.

• Serve as a liaison between customers and manufacturing for quality-related issues; initiate Material Non-Conformance (MNC) or Process Non-Conformance (PNC) claims through the Quality Management System.
• Ensure adherence to quality standards and contribute to audits as a Quality Management Systems Champion or Subject Matter Expert.

• Prepare and distribute internal and customer-facing reports, both standard and customized.
• Support supervisors in hosting customer visits at local facilities.
• Communicate effectively with cross-functional teams to ensure smooth order flow and customer satisfaction.

• Demonstrate strong understanding of Customer Order Management policies, procedures, metrics, order life cycle steps, and system navigation.
• Support departmental initiatives aimed at creating a proactive, customer-centric support model.
• Navigate order processing and analytics systems to manage orders, identify exceptions, and ensure timely resolution.

• Collaborates: Works effectively with partners across functions to achieve common objectives.
• Communicates Effectively: Delivers clear, audience-specific communication across multiple modes.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Drives Results: Consistently meets goals even under challenging circumstances.
• Values Differences: Appreciates and leverages diverse perspectives and cultures.
• Self-Development: Pursues continuous learning through formal and informal channels.

• Customer Support: Understands proactive support required at each order life cycle phase to ensure positive customer experience.
• Order Life Cycle Knowledge: Understands end-to-end order processes, terminology, system flow, and functional collaboration.
• Order Life Cycle Systems Knowledge: Able to navigate order management screens, process orders, perform modifications, and handle queries accurately.
• Order Processing: Capable of managing order receipt, identifying exceptions, resolving issues, and ensuring fulfilment to customer requirements.

• Team Orientation & Customer Passion: Collaborative, customer-focused, and service-oriented.
• Time Management: Efficiently manages work priorities to meet business objectives.
• Attention to Detail: High accuracy in data entry with fast, precise typing skills.
• Computer Literacy: Intermediate to advanced proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
• System Navigation: Ability to learn and operate order processing, analytics, and other business applications.
• Data Accuracy: Ensures flawless documentation and compliance with internal and external requirements.

• Bachelor's Degree in a related field preferred.
• 2+ years of experience in customer order management, account management, or supply chain operations.