Customer Order Management Representative - Level III

• Manage assigned customer accounts for the entire order life cycle, including new customer setup, order entry/modification, and escalations.
• Act as the single point of contact for Cummins customers, parts distribution centers, manufacturing plants, and cross-functional departments to process and fulfill customer orders.
• Provide accurate documentation and continual communication to customers throughout the order process.
• Resolve complex customer inquiries through extensive research and a detailed understanding of Cummins processes, systems, and practices.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export policies and compile required export/shipping documentation in accordance with relevant legislation.
• Act as a liaison between the customer and aftermarket and/or manufacturing locations for quality issues, submitting Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Support the Supervisor with hosting customer visits at the local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand and support Customer Order Management policies, procedures, and metrics.
• Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert.

Skills:

• Supply Chain Knowledge: Understanding of supply chain processes and principles.
• Customer Query Resolution: Experience in handling and resolving customer queries effectively.
• English Communication: Proficiency in both spoken and written English, with strong email writing skills.
• Shift Flexibility: Willingness to work in rotational shifts, primarily night shifts.
• Team Focus: Passionate about customer support and team collaboration.
• Time Management: Effective and efficient use of individual and organizational time to achieve key business objectives.
• Attention to Detail: Accurate data entry skills with a fast typing speed and extreme attention to detail.
• Computer Literacy: Intermediate to advanced computer skills, including proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Order Life Cycle Knowledge: Understanding of the end-to-end order life cycle, terminology, and functional collaboration.
• Order Processing: Ability to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

Experience:

• 2+ years of relevant experience in customer order management, account management, or supply chain.

• This role is for North America Customer Support in a rotational shift, mostly night shifts.
• Strong communication skills, both written and verbal, are essential as this role involves continuous communication with customers.