CUSTOMER ORDER MANAGEMENT REPRESENTATIVE - LEVEL III

DESCRIPTION

The Customer Order Management Representative Level III plays a critical role in enhancing Cummins’ supply chain efficiency by using analytical and quantitative methods to understand, predict, and improve order management processes. Operating under minimal supervision and in alignment with Cummins’ Delegation of Authority Policy, this role ensures seamless execution of the demand plan, alignment with the supply plan, and reduction of the order-to-cash cycle. The position requires rotational shifts between 5 PM to 7 AM IST .

Key Responsibilities:

• Manage assigned customer accounts throughout the entire order life cycle—from new customer setup, order entry/modification, to escalations and logistics coordination.

• Serve as the single point of contact for customers, distribution centers, manufacturing plants, and internal departments to ensure timely and accurate order fulfillment.

• Proactively resolve complex customer inquiries using in-depth knowledge of Cummins systems, processes, and practices.

• Escalate unresolved issues appropriately while maintaining thorough documentation.

• Ensure compliance with export policies and compile necessary shipping documentation in accordance with relevant legislation.

• Act as a liaison for quality issues, submitting Material or Process Non-Conformance claims via the Quality Management System.

• Support customer visits and prepare internal and external reports.

• Champion Quality Management Systems (e.g., Internal Auditor Certification) and serve as a Subject Matter Expert.

• Contribute to departmental goals and initiatives aimed at enhancing proactive customer support.

RESPONSIBILITIES

Skills and Competencies:

Core Competencies:

• Customer Focus: Builds strong relationships and delivers customer-centric solutions.

• Collaboration: Works effectively with others to meet shared objectives.

• Communication: Delivers clear, audience-appropriate messages across multiple modes.

• Results-Driven: Maintains focus and delivers outcomes even under pressure.

• Self-Development: Actively seeks growth opportunities through formal and informal channels.

• Values Differences: Appreciates diverse perspectives and cultural contributions.

Technical Competencies:

• Customer Support: Understands the importance of proactive support throughout the order life cycle.

• Order Life Cycle Knowledge: Demonstrates understanding of end-to-end order processes and their impact on customer satisfaction.

• System Proficiency: Skilled in navigating order processing systems and responding to customer queries efficiently.

• Order Processing: Manages order receipt, exception handling, and resolution to meet customer requirements.

QUALIFICATIONS

Qualifications:

• Bachelor’s degree in a related field preferred.

• Minimum 2 years of experience in customer order management, account management, or supply chain operations.

Experience and Additional Requirements:

• Proven ability to work in a team-oriented, customer-focused environment.

• Strong time management and organizational skills.

• High attention to detail with fast and accurate data entry capabilities.

• Intermediate to advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Ability to quickly learn and adapt to new systems and tools.