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 chain–related 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