Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative – Level III operates with minimal supervision and in alignment with the Cummins Delegation of Authority Policy. This role uses analytical and quantitative methods to understand, predict, and enhance supply chain and customer order management processes. The 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 superior customer experience.

The role supports customers across the complete order life cycle and works in a rotational night shift between 5:00 PM to 2:00 AM IST .

Key Responsibilities

• Manage assigned customer accounts across the entire order life cycle, including new customer setup, order entry and modification, issue resolution, escalations, and logistics coordination, ensuring orders are shipped within agreed timelines.
• Act as the single point of contact for Cummins customers, parts distribution centers, manufacturing plants, and cross-functional teams to ensure accurate order processing and fulfillment.
• Provide proactive, clear, and continuous communication to customers throughout the order life cycle, including accurate documentation.
• Take ownership of complex customer inquiries, performing detailed analysis and research using a strong understanding of Cummins systems, processes, and practices; deliver timely responses aligned with Service Level Agreements (SLAs).
• Escalate complex issues to the appropriate level of support with complete and accurate documentation.
• Maintain accurate records of all internal and external interactions within relevant systems and databases.
• Ensure compliance with export policies and regulations, including preparation and validation of required export and shipping documentation.
• Act as a liaison between customers and manufacturing or aftermarket teams to address quality issues; submit Material Non-Conformance or Process Non-Conformance claims through the Quality Management System.
• Support supervisors with hosting customer visits at local facilities.
• Prepare and distribute standard and customized internal and customer-facing reports.
• Demonstrate strong knowledge of Customer Order Management policies, procedures, and performance metrics.
• Support departmental initiatives aimed at driving proactive customer support and continuous improvement.
• Serve as a Quality Management Systems Champion and/or Subject Matter Expert, including Internal Auditor responsibilities where applicable.

RESPONSIBILITIES

Skills & Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions across the order life cycle.
• Collaboration: Works effectively across functions, cultures, and geographies to achieve shared objectives.
• Communication: Delivers clear, timely, and audience-appropriate communication across multiple channels.
• Results Orientation: Consistently achieves results, even in high-pressure or complex situations.
• Time Management: Demonstrates effective and efficient use of time to meet business objectives.
• Attention to Detail: Exhibits high accuracy in data entry with strong attention to detail and fast, accurate typing skills.
• Computer Literacy: Intermediate to advanced proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook) and the ability to navigate order processing, analytics, and data entry systems.
• Order Life Cycle Expertise: Strong understanding of end-to-end order life cycle phases, terminology, and system interactions.
• Order Processing Knowledge: Ability to manage order receipt, exception identification, issue resolution, and fulfillment aligned with customer requirements.
• Quality Systems Knowledge: Working knowledge of Quality Management Systems and compliance requirements.
• Self-Development: Actively seeks learning opportunities and continuous improvement.
• Values Differences: Recognizes and respects diverse perspectives and cultures within a global organization.

Experience

• Proven experience managing customer orders, accounts, or supply chain activities in a structured, system-driven environment.
• Demonstrated ability to handle complex customer issues, escalations, and cross-functional coordination.
• Experience working in a customer-facing role with defined SLAs and performance metrics is preferred.

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 2424360

Relocation Package No

100% On-Site No