Customer Order Management Representative

Job Summary

The Customer Order Management Representative – Level III plays a critical role in ensuring seamless order execution and customer satisfaction. Working under minimal supervision and aligned with Cummins Delegation of Authority Policy, this role leverages analytical and quantitative methods to understand, predict, and enhance supply chain processes. The position collaborates with functions to validate and execute demand plans, shorten the order-to-cash cycle, align supply with demand, and drive stability in the supply chain. Acting as a single point of contact for assigned customer accounts, the role manages the entire order life cycle while ensuring compliance, quality, and timely delivery.

Key Responsibilities

• Manage assigned customer accounts throughout the order life cycle, from new customer setup and order entry/modification to escalation resolution and logistics coordination.
• Act as the single point of contact between Cummins customers, distribution centers, manufacturing plants, and cross-functional teams to ensure orders are fulfilled within agreed timelines.
• Provide accurate documentation and continuous communication to customers on order status, proactively resolving complex inquiries through research and process expertise.
• Ensure compliance with export policies, compiling and maintaining all required documentation per applicable legislation.
• Serve as a liaison between customers and manufacturing/aftermarket teams for quality issues, raising Material or Process Non-Conformance claims via the Quality Management System.
• Support supervisors with hosting customer visits, preparing reports, and presenting performance metrics.
• Maintain accurate and up-to-date records of all customer and internal interactions in the relevant databases/systems.
• Demonstrate and promote compliance with Customer Order Management policies, procedures, and departmental initiatives aimed at enhancing proactive customer support.
• Serve as Quality Management Systems (QMS) Champion or Subject Matter Expert, including obtaining Internal Auditor certification if required.
• Collaborate cross-functionally to validate demand plans, align supply plans, and strengthen supply chain reliability.

Competencies

• Collaborates – Builds strong partnerships to achieve shared goals.
• Communicates Effectively – Delivers clear, concise, and audience-focused communication.
• Customer Focus – Develops strong customer relationships and ensures customer-centric solutions.
• Drives Results – Consistently delivers outcomes, even under challenging conditions.
• Self-Development – Seeks growth opportunities through formal and informal learning.
• Customer Support – Applies proactive support across all order life cycle phases to ensure customer satisfaction.
• Order Life Cycle Knowledge – Understands end-to-end order processes, terminology, and cross-functional collaboration.
• Order Life Cycle Systems Knowledge – Proficient in navigating order entry, modifications, and query resolution systems.
• Order Processing – Accurately manages order receipt, exception handling, and fulfillment.
• Values Differences – Embraces diverse perspectives and cultures to enhance team and organizational performance.

Qualifications

• Education:
  • Bachelor's degree in a related field preferred.
• Licensing: May require compliance with export controls or sanctions regulations.

Skills & Experience

• Experience:
  • Minimum 2+ years of relevant experience in customer order management, account management, or supply chain operations.
• Core Skills:
  • Strong customer service orientation and passion for delivering exceptional support.
  • Effective time management and prioritization skills to meet business objectives.
  • High attention to detail with accurate and fast data entry skills.
  • Strong written and verbal communication skills.
• Technical Proficiency:
  • Intermediate to advanced computer literacy with Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Ability to navigate computerized data entry and order management systems, with aptitude to learn new tools.
  • Exposure to analytics tools or reporting systems preferred.
• Work Environment:
  • Ability to work night shifts (5 PM – 2 AM IST).
  • Hybrid work arrangement (combination of in-office and remote work).