Customer Order Management Representative - Level IV

DESCRIPTION

The Customer Order Management Representative - Level IV serves as an extension of management in delivering a positive and seamless customer experience. The role is responsible for end-to-end management of customer orders, driving order-to-cash and order life cycle improvements, ensuring accurate documentation, proactive communication, and timely delivery. This position coordinates closely with suppliers, logistics providers, internal planning teams, distribution centers, and manufacturing plants. The representative also supports customer visits, assists with training new hires, and contributes to departmental initiatives to help build a proactive customer support function.

Key Responsibilities

• Manage assigned customer accounts through the entire order life cycle-including customer setup, order entry and modification, escalations, logistics coordination, and delivery-to meet agreed timelines.
• Act as the single point of contact for customers, distribution centers, manufacturing plants, suppliers, and cross-functional teams to process and fulfil orders with complete accuracy and timely communication.
• Monitor shipment progress by interpreting tracking data (AWB, PRO numbers, carrier portals, shipment documents) and proactively identify delays or discrepancies.
• Coordinate with suppliers, logistics partners, and internal teams to resolve shipment issues and maintain visibility on order status.
• Generate, maintain, and distribute shipment trackers, reports, and order-related documentation for internal and external stakeholders.
• Take ownership of complex customer inquiries using a deep understanding of Cummins processes, systems, and business practices; deliver responses within SLA timelines.
• Escalate complex issues to the next level of support with clear documentation of findings and actions taken.
• Ensure compliance with export policies and compile necessary export/shipping documentation in accordance with relevant regulations.
• Act as liaison between customers and manufacturing/aftermarket locations to address quality concerns; submit Material Non-Conformance (MNC) and Process Non-Conformance (PNC) cases as needed.
• Maintain accurate records of all customer interactions and internal communications within the appropriate systems.
• Support the Supervisor in planning and hosting customer visits.
• Lead or support departmental goals and continuous improvement initiatives aimed at enhancing proactive customer support.
• Coach and mentor team members on Customer Order Management processes, metrics, and best practices.

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communicates Effectively: Adapts communication style for diverse audiences and ensures clarity across the order life cycle.
• Collaborates: Works effectively with cross-functional partners to meet shared goals.
• Drives Results: Delivers high-quality outcomes under challenging circumstances.
• Values Differences: Embraces diverse perspectives and cultures to strengthen team performance.
• Self-Development: Actively pursues opportunities for continuous learning and professional growth.

• Customer Support: Understands the importance of proactive engagement at each phase of the order life cycle.
• Order Life Cycle Knowledge: Demonstrates clear understanding of end-to-end order processes and interdependencies.
• Order Life Cycle Systems Knowledge: Able to execute order entry, modification, and query resolution within internal systems.
• Order Processing: Capable of managing orders from receipt through resolution of exceptions to fulfil customer requirements.

• Strong follow-up, prioritization, and time-management skills.
• High accuracy and attention to detail, including fast and precise data entry.
• Team-oriented mindset with a passion for delivering exceptional customer support.

• Bachelor's degree in a related field preferred.
• Minimum 3+ years of relevant experience in customer order management, account management, or supply chain operations.
• Strong understanding of First Fit process flow-from order creation and supplier dispatch to shipment routing and warehouse delivery.
• Knowledge of Incoterms, international and domestic freight modes (air/sea/road), and shipment documentation requirements.

• Ability to interpret and analyze shipment tracking data to identify delays or discrepancies.
• Experience coordinating with suppliers, logistics partners, and internal planning teams.
• Proficiency in generating and maintaining shipment trackers, dashboards, and reports.
• Strong capability in navigating order processing systems and data entry applications.
• Intermediate to advanced computer literacy, including:
• Microsoft Word, Excel, PowerPoint, Outlook
• Ability to learn and operate order management and analytics tools