Description
The Customer Order Management Representative Level III operates under minimal supervision and in accordance with Cummins Delegation of Authority Policy to support end-to-end customer order fulfillment. The role uses analytical and quantitative methods to understand, predict, and improve supply chain processes. This position collaborates cross-functionally to validate and execute demand plans, shorten the order-to-cash cycle, align supply with demand, and drive stability across the supply chain while delivering a high-quality customer experience.
This role requires working in rotational night shifts between
5:00 PM and 7:00 AM IST
Key Responsibilities
- Manage assigned customer accounts across the complete order life cycle, including new customer setup, order entry and modification, escalations, and logistics coordination, ensuring orders are shipped within agreed timelines.
- Act as the single point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams to process and fulfill customer orders.
- Provide accurate documentation and maintain continuous communication with customers throughout the order process.
- Take ownership of complex customer inquiries and resolve issues through detailed research and strong knowledge of Cummins processes, systems, and practices, ensuring responses meet defined Service Level Agreements.
- Escalate complex issues to the appropriate support level with complete and accurate documentation.
- Maintain accurate records of all internal and external customer interactions in relevant systems and databases.
- Ensure customer compliance with export policies and coordinate preparation of required export and shipping documentation in line with applicable legislation.
- Act as a liaison between customers and manufacturing or aftermarket teams for quality-related issues, including submission of Material Non-Conformance or Process Non-Conformance claims through the Quality Management System.
- Support the Supervisor in hosting customer visits at the local facility.
- Prepare and distribute standard and customized internal and customer-facing reports.
- Understand and adhere to Customer Order Management policies, procedures, and performance metrics.
- Support departmental goals and initiatives to drive a proactive, customer-focused support organization.
- Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert as required.
Responsibilities
Skills and Experience
- Strong customer support mindset with a team-focused approach and passion for delivering excellent service.
- Demonstrated time management skills with the ability to prioritize tasks effectively to meet business objectives.
- Exceptional attention to detail with accurate data entry skills and fast typing speed.
- Intermediate to advanced computer literacy, including proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
- Ability to navigate computerized data entry systems and quickly gain proficiency in order processing and analytics systems.
- Strong understanding of customer order management processes, systems, and end-to-end order life cycle.
- Knowledge of Quality Management Systems and related compliance requirements.
- Ability to work rotational night shifts between 5 PM and 7 AM IST.
Core Competencies
- Collaborates: Builds strong partnerships and works effectively with cross-functional teams to achieve shared objectives.
- Communicates Effectively: Delivers clear, audience-appropriate communication through multiple channels.
- Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
- Drives Results: Consistently achieves results, even in challenging situations.
- Self-Development: Actively seeks opportunities for continuous learning and growth.
- Customer Support Excellence: Demonstrates proactive customer engagement at each phase of the order life cycle to ensure satisfaction.
- Order Life Cycle Knowledge: Understands end-to-end order processing, systems, terminology, and functional collaboration.
- Values Differences: Recognizes and respects diverse perspectives and cultural differences.
Qualifications
Qualifications
- Bachelor's degree in a related field preferred.
- Minimum 2+ years of experience in customer order management, account management, or supply chainrelated roles.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Office
ReqID 2424196
Relocation Package No
100% On-Site No
