Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative - Level III plays a key role in managing the end-to-end customer order life cycle, ensuring timely and accurate fulfillment of customer requirements while upholding Cummins' commitment to quality, service, and operational excellence.

Under minimal supervision and in accordance with the Cummins Delegation of Authority Policy , this role utilizes analytical and quantitative methods to understand, predict, and improve supply chain processes. The position requires collaboration across functions to validate and execute demand plans, align supply with demand, and drive stability and efficiency across the order-to-cash cycle.

Note: This position operates in a rotational night shift between 5 PM IST and 7 AM IST.

Key Responsibilities:

• Serve as the single point of contact for assigned customer accounts throughout the entire order life cycle - including new customer setup, order entry/modifications, escalations, and logistics coordination.
• Manage and monitor order fulfillment to ensure all orders are processed, shipped, and delivered within agreed timelines and service levels.
• Provide proactive communication and accurate documentation to customers throughout the order fulfillment process, ensuring transparency and reliability.
• Resolve complex customer inquiries through detailed research, leveraging deep understanding of Cummins processes, systems, and practices.
• Escalate and coordinate resolution for issues requiring higher-level intervention, maintaining documentation throughout the process.
• Maintain precise and complete records of all internal and external communications and transactions in the designated systems/databases.
• Ensure compliance with export regulations and compile required shipping/export documentation per relevant legislation.
• Act as a liaison between customers and manufacturing or aftermarket teams for quality concerns ; initiate and track Material or Process Non-Conformance reports in the Quality Management System.
• Support leadership in customer site visits , report preparation, and execution of departmental goals and initiatives.
• Serve as Quality Management Systems (QMS) Champion and/or Subject Matter Expert , supporting internal audits and continuous improvement initiatives.
• Contribute to creating a more proactive, customer-focused order management organization through process improvement and cross-functional collaboration.

• Collaborates: Builds partnerships and works effectively with others to meet shared objectives.
• Communicates Effectively: Conveys information clearly and adapts communication to diverse audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves outcomes even under challenging circumstances.
• Self-Development: Actively seeks opportunities to grow and learn through formal and informal channels.
• Values Differences: Recognizes and respects diverse perspectives and cultures to strengthen team performance.

• Customer Support: Understands and applies proactive customer engagement techniques across the order life cycle to ensure satisfaction.
• Order Life Cycle Management: Demonstrates understanding of end-to-end order processes, systems, and interdependencies to enable seamless fulfillment.
• Order Processing Systems Knowledge: Skilled in navigating order management systems and performing transactions with high accuracy.
• Quality Management Systems: Familiarity with QMS processes and compliance requirements.
• Time Management: Effectively prioritizes and manages time to meet deadlines and deliver business results.
• Attention to Detail: Ensures accuracy and precision in data entry and documentation.
• Computer Literacy: Intermediate to advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and the ability to learn new systems quickly.
• Analytical Ability: Uses data and process understanding to identify issues, assess risks, and recommend improvements.

• Rotational night shifts between 5 PM IST and 7 AM IST .
• Collaborative and fast-paced environment that values customer satisfaction, operational discipline, and continuous improvement.

• Bachelor's Degree in a related field preferred .

• Minimum 2 years of relevant experience in customer order management, account management, or supply chain operations .
• Proven track record of working in a team-oriented, customer-centric environment .