Customer Order Management Representative

The Customer Order Management Representative – Level III operates under minimal supervision and in accordance with the Cummins Delegation of Authority Policy. The role uses analytical and quantitative methods to understand, predict, and enhance supply chain processes, ensuring a seamless order-to-cash cycle. This position involves cross-functional collaboration to validate and execute demand plans, align supply with demand, and maintain stability within the supply chain.

The individual will serve as a key point of contact for customer accounts, ensuring accuracy, responsiveness, and a superior customer experience throughout the entire order life cycle.

• Manage assigned customer accounts through the entire order life cycle, including new customer setup, order entry/modification, and escalations, ensuring timely and accurate order fulfillment.
• Serve as the single point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams, ensuring effective communication and documentation throughout the process.
• Take ownership of complex customer inquiries, conducting detailed research and providing timely, informative responses as per service level agreements.
• Support issue resolution and escalation by coordinating with the next appropriate level of customer support, ensuring proper documentation at each stage.
• Maintain accurate and updated records of all customer and internal interactions in relevant systems/databases.
• Ensure customers' compliance with export regulations and prepare the required export/shipping documentation in line with applicable legislation.
• Act as a liaison between the customer and manufacturing/aftermarket teams for quality-related concerns, submitting Material or Process Non-Conformance claims through the Quality Management System (QMS).
• Support the Customer Order Management function by hosting customer visits, preparing reports, and driving initiatives aimed at improving customer satisfaction and operational efficiency.
• Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) or Subject Matter Expert.
• Contribute to departmental goals to build a proactive, customer-centric support organization.

Core Competencies:

• Collaborates: Builds partnerships and works effectively with others to meet shared objectives.
• Communicates Effectively: Delivers clear, concise messages tailored to different audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves outcomes, even under challenging conditions.
• Self-Development: Actively seeks opportunities for growth and learning.
• Values Differences: Recognizes and appreciates diverse perspectives and cultures.

Functional Competencies:

• Customer Support: Understands and demonstrates proactive customer support across all phases of the order life cycle.
• Order Life Cycle Management: Demonstrates knowledge of end-to-end order processes, terminology, and interdependencies that ensure a positive customer experience.
• Order Life Cycle Systems Knowledge: Proficient in navigating system interfaces to process orders, modifications, and resolve customer queries efficiently.
• Order Processing: Manages the order flow from receipt to fulfillment, addressing exceptions and ensuring customer requirements are met.

Education:

• Bachelor's degree in Business Administration, Supply Chain, or a related field preferred.

Experience:

• Minimum 2+ years of experience in Customer Order Management, Account Management, or Supply Chain Operations.
• Demonstrated success in a customer-facing or process management role within a fast-paced, global environment.

Skills:

• Communication: Excellent verbal and written communication skills with a customer-centric approach.
• Technical Proficiency: Intermediate to advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• System Knowledge: Ability to navigate computerized data entry and order processing systems; aptitude for learning new technologies and analytical tools.
• Time Management: Proven ability to manage multiple priorities efficiently and meet deadlines.
• Attention to Detail: Exceptional accuracy in data entry and documentation.
• Analytical Thinking: Ability to interpret data and make sound decisions that improve operational efficiency.
• Team Collaboration: Strong interpersonal skills with the ability to work effectively in cross-functional teams.

Shift Timings (Rotational Night Shifts):

• 5:00 PM to 2:00 AM
• 8:00 PM to 5:00 AM
• 9:00 PM to 6:00 AM

Work Mode: Rotational Night Shifts