Customer Order Management Representative

17 hours ago

Pune, Maharashtra, India Cummins All Functions Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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.

Key Responsibilities:
  • 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.

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