Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative - Level III operates under minimal supervision and in accordance with the Cummins Delegation of Authority Policy . The role uses analytical and quantitative methods to understand, predict, and enhance supply chain processes, ensuring a seamless order-to-cash cycle. This position involves cross-functional collaboration to validate and execute demand plans, align supply with demand, and maintain stability within the supply chain.

The individual will serve as a key point of contact for customer accounts, ensuring accuracy, responsiveness, and a superior customer experience throughout the entire order life cycle.

Key Responsibilities:

• Manage assigned customer accounts through the entire order life cycle , including new customer setup, order entry/modification, and escalations, ensuring timely and accurate order fulfillment.
• Serve as the single point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams, ensuring effective communication and documentation throughout the process.
• Take ownership of complex customer inquiries , conducting detailed research and providing timely, informative responses as per service level agreements.
• Support issue resolution and escalation by coordinating with the next appropriate level of customer support, ensuring proper documentation at each stage.
• Maintain accurate and updated records of all customer and internal interactions in relevant systems/databases.
• Ensure customers' compliance with export regulations and prepare the required export/shipping documentation in line with applicable legislation.
• Act as a liaison between the customer and manufacturing/aftermarket teams for quality-related concerns, submitting Material or Process Non-Conformance claims through the Quality Management System (QMS).
• Support the Customer Order Management function by hosting customer visits, preparing reports, and driving initiatives aimed at improving customer satisfaction and operational efficiency.
• Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) or Subject Matter Expert.
• Contribute to departmental goals to build a proactive, customer-centric support organization .

• Collaborates: Builds partnerships and works effectively with others to meet shared objectives.
• Communicates Effectively: Delivers clear, concise messages tailored to different audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves outcomes, even under challenging conditions.
• Self-Development: Actively seeks opportunities for growth and learning.
• Values Differences: Recognizes and appreciates diverse perspectives and cultures.

• Customer Support: Understands and demonstrates proactive customer support across all phases of the order life cycle.
• Order Life Cycle Management: Demonstrates knowledge of end-to-end order processes, terminology, and interdependencies that ensure a positive customer experience.
• Order Life Cycle Systems Knowledge: Proficient in navigating system interfaces to process orders, modifications, and resolve customer queries efficiently.
• Order Processing: Manages the order flow from receipt to fulfillment, addressing exceptions and ensuring customer requirements are met.

• Bachelor's degree in Business Administration, Supply Chain, or a related field preferred.

• Minimum 2+ years of experience in Customer Order Management , Account Management , or Supply Chain Operations .
• Demonstrated success in a customer-facing or process management role within a fast-paced, global environment.

• Communication: Excellent verbal and written communication skills with a customer-centric approach.
• Technical Proficiency: Intermediate to advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• System Knowledge: Ability to navigate computerized data entry and order processing systems; aptitude for learning new technologies and analytical tools.
• Time Management: Proven ability to manage multiple priorities efficiently and meet deadlines.
• Attention to Detail: Exceptional accuracy in data entry and documentation.
• Analytical Thinking: Ability to interpret data and make sound decisions that improve operational efficiency.
• Team Collaboration: Strong interpersonal skills with the ability to work effectively in cross-functional teams.

• 5:00 PM to 2:00 AM
• 8:00 PM to 5:00 AM
• 9:00 PM to 6:00 AM