Description
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 .
Responsibilities
Required Competencies:
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.
Qualifications
Qualifications, Skills, and Experience:
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
Job
Supply Chain Planning
Organization
Cummins Inc.
Role Category
Hybrid
Job Type
Office
ReqID
2421116
Relocation Package
No
