Customer Order Management Representative
23 hours ago
The Customer Order Management Representative – Level III plays a key role in managing the end-to-end customer order life cycle, ensuring timely and accurate fulfillment of customer requirements while upholding Cummins' commitment to quality, service, and operational excellence.
Under minimal supervision and in accordance with the Cummins Delegation of Authority Policy, this role utilizes analytical and quantitative methods to understand, predict, and improve supply chain processes. The position requires collaboration across functions to validate and execute demand plans, align supply with demand, and drive stability and efficiency across the order-to-cash cycle.
Note: This position operates in a rotational night shift between 5 PM IST and 7 AM IST.
Key Responsibilities:- Serve as the single point of contact for assigned customer accounts throughout the entire order life cycle — including new customer setup, order entry/modifications, escalations, and logistics coordination.
- Manage and monitor order fulfillment to ensure all orders are processed, shipped, and delivered within agreed timelines and service levels.
- Provide proactive communication and accurate documentation to customers throughout the order fulfillment process, ensuring transparency and reliability.
- Resolve complex customer inquiries through detailed research, leveraging deep understanding of Cummins processes, systems, and practices.
- Escalate and coordinate resolution for issues requiring higher-level intervention, maintaining documentation throughout the process.
- Maintain precise and complete records of all internal and external communications and transactions in the designated systems/databases.
- Ensure compliance with export regulations and compile required shipping/export documentation per relevant legislation.
- Act as a liaison between customers and manufacturing or aftermarket teams for quality concerns; initiate and track Material or Process Non-Conformance reports in the Quality Management System.
- Support leadership in customer site visits, report preparation, and execution of departmental goals and initiatives.
- Serve as Quality Management Systems (QMS) Champion and/or Subject Matter Expert, supporting internal audits and continuous improvement initiatives.
- Contribute to creating a more proactive, customer-focused order management organization through process improvement and cross-functional collaboration.
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