Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative Level III, under minimal supervision and in accordance with Cummins Delegation of Authority Policy, uses analytical and quantitative methods to understand, predict, and enhance supply chain processes. This role collaborates cross-functionally to validate and execute the demand plan, align the supply plan, and drive stability across the supply chain. The representative plays a critical role in shortening the order-to-cash cycle while delivering superior customer support.

Key Responsibilities

• Manage assigned customer accounts for the entire order life cycle, including new customer setup, order entry/modification, and escalation management.
• Act as the single-point-of-contact for Cummins’ customers, parts distribution centers, manufacturing plants, and cross-functional teams to process and fulfill customer orders accurately and on time.
• Provide timely, detailed, and informative responses to complex customer inquiries, leveraging a deep understanding of Cummins processes, systems, and policies.
• Collaborate with higher levels of customer support for complex escalations, ensuring all interactions and actions are thoroughly documented.
• Maintain accurate records of all internal and external communications in relevant databases or systems.
• Ensure compliance with export policies and prepare required shipping/export documentation according to legislation.
• Serve as liaison between customers and aftermarket/manufacturing locations for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Prepare and distribute standard and customized internal and customer reports.
• Support departmental initiatives to enhance proactive customer support.
• Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert.
• Support supervisors in hosting customer visits at local facilities.

RESPONSIBILITIES

Skills and Competencies

• Strong communication skills with a customer-focused mindset.
• Solid understanding of supply chain principles.
• Advanced Excel and data analysis/analytics skills.
• Team-oriented, collaborative, and passionate about customer support.
• Strong time management and prioritization abilities.
• Extreme attention to detail, including accurate data entry and fast typing speed.
• Computer literate with intermediate to advanced skills in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Ability to navigate computerized data entry systems and quickly learn order processing and analytics systems.
• Knowledge of Quality Management Systems and internal auditing is a plus.

Shift Timing: 06:30 a.m. to 3:30 p.m.

QUALIFICATIONS

Qualifications

• Bachelor’s degree in a related field preferred.
• 2+ years of relevant experience in customer order management, account management, or supply chain.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2420345

Relocation Package No