Customer Order Management Representative

Job Summary:

Hybrid Role

The Customer Order Management Representative - Level II - serves as the single point of contact for assigned customer accounts, managing the complete order cycle to ensure timely and accurate processing of customer orders. This role involves coordinating across multiple functions—including plants, logistics, and distribution centers—to provide proactive support, resolve complex issues, and ensure customer satisfaction in alignment with Cummins' standards and service commitments.

Key Responsibilities:

• Serve as the primary point of contact for assigned customer accounts throughout the order life cycle — from new customer setup, order entry/modifications, and escalations to shipment and delivery.
• Ensure orders are processed and shipped according to agreed deadlines, maintaining accurate documentation and continuous communication with customers.
• Collaborate with Cummins manufacturing sites, parts distribution centers, logistics teams, and cross-functional departments to fulfill customer orders efficiently.
• Own and resolve complex customer inquiries by performing detailed research and leveraging a deep understanding of Cummins' systems, processes, and practices.
• Escalate complex issues to the next level of support when required, ensuring clear documentation and smooth transition for timely resolution.
• Maintain accurate and updated records of all customer interactions in designated systems and databases.
• Ensure customers comply with export policies and maintain required export/shipping documentation in line with applicable regulations and legislation.
• Act as a liaison between customers and manufacturing locations to address quality concerns; submit Material or Process Non-Conformance claims through the Quality Management System (QMS).
• Support the Supervisor in hosting customer visits and audits at the local facility.
• Prepare and distribute standard and customized reports for internal and customer review.
• Understand and adhere to Customer Order Management (COM) policies, procedures, and performance metrics.
• Support departmental initiatives to strengthen proactive customer service, process efficiency, and operational excellence.
• Participate in and/or lead process improvement projects focused on enhancing the customer experience and order management efficiency

Competencies:

• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Communicates Effectively: Develops and delivers multi-mode communications that convey clear understanding to diverse audiences.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves outcomes, even under challenging circumstances.
• Self-Development: Seeks continuous growth and development through both formal and informal means.
• Values Differences: Recognizes and respects the diverse perspectives and contributions of others.
• Customer Support: Demonstrates proactive engagement across all phases of the order life cycle to ensure customer satisfaction.
• Order Life Cycle: Understands the end-to-end phases, terminology, and functional collaboration required to fulfill customer orders and ensure a positive experience.
• Order Life Cycle Systems Knowledge: Demonstrates proficiency in using order management systems to process, modify, and track orders accurately and efficiently.
• Order Processing: Executes the steps required to manage customer orders from receipt to fulfillment, resolving exceptions to ensure accuracy and timeliness.

Qualifications, Skills & Experience:

Education:

• High school diploma or equivalent required.
• College or equivalent degree in Business, Commerce, or Supply Chain preferred.
• This position may require licensing for compliance with export control or sanctions regulations.

Experience:

• Some relevant experience with intermediate-level knowledge obtained through formal training or on-the-job experience in Customer Order Management, Account Management, or Supply Chain operations.
• Experience in Customer Order Management for OEMs or Dealers preferred.
• Prior exposure to Oracle ERP systems is advantageous.
• Working knowledge of Power BI and strong proficiency in Microsoft Excel is required.
• Experience with Quality Management Systems (QMS) and export documentation compliance is an added advantage.

Skills:

• Strong customer relationship management and problem-solving skills.
• Excellent communication, collaboration, and influencing abilities.
• High attention to detail and accuracy in documentation and order tracking.
• Ability to manage multiple priorities and meet deadlines under pressure.
• Proficiency in data analysis and report generation using Excel and Power BI.
• Flexible to extend support as per business and customer needs.