Customer Order Management Representative - Level II - SHOP

and continuous communication with customers.

• Collaborate with Cummins manufacturing sites, parts distribution centers, logistics teams, and cross-functional departments to fulfill customer orders efficiently.

• Own and resolve complex customer inquiries by performing detailed research and leveraging a deep understanding of Cummins' systems, processes, and practices.

• Escalate complex issues to the next level of support when required, ensuring clear documentation and smooth transition for timely resolution.

• Maintain accurate and updated records of all customer interactions in designated systems and databases.

• Ensure customers comply with export policies and maintain required export/shipping documentation in line with applicable regulations and legislation.

• Act as a liaison between customers and manufacturing locations to address quality concerns; submit Material or Process Non-Conformance claims through the Quality Management System (QMS).

• Support the Supervisor in hosting customer visits and audits at the local facility.

• Prepare and distribute standard and customized reports for internal and customer review.

• Understand and adhere to Customer Order Management (COM) policies, procedures, and performance metrics.

• Support departmental initiatives to strengthen proactive customer service, process efficiency, and operational excellence.

• Participate in and/or lead process improvement projects focused on enhancing the customer experience and order management efficiency

RESPONSIBILITIES

Competencies:

• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.

• Communicates Effectively: Develops and delivers multi-mode communications that convey clear understanding to diverse audiences.

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

• Drives Results: Consistently achieves outcomes, even under challenging circumstances.

• Self-Development: Seeks continuous growth and development through both formal and informal means.

• Values Differences: Recognizes and respects the diverse perspectives and contributions of others.

• Customer Support: Demonstrates proactive engagement across all phases of the order life cycle to ensure customer satisfaction.

• Order Life Cycle: Understands the end-to-end phases, terminology, and functional collaboration required to fulfill customer orders and ensure a positive experience.

• Order Life Cycle Systems Knowledge: Demonstrates proficiency in using order management systems to process, modify, and track orders accurately and efficiently.

• Order Processing: Executes the steps required to manage customer orders from receipt to fulfillment, resolving exceptions to ensure accuracy and timeliness.

Qualifications, Skills & Experience:

Education:

• High school diploma or equivalent required.

• College or equivalent degree in Business, Commerce, or Supply Chain preferred.

• This position may require licensing for compliance with export control or sanctions regulations.

QUALIFICATIONS

Experience:

• Some relevant experience with intermediate-level knowledge obtained through formal training or on-the-job experience in Customer Order Management, Account Management, or Supply Chain operations .

• Experience in Customer Order Management for OEMs or Dealers preferred.

• Prior exposure to Oracle ERP systems is advantageous.

• Working knowledge of Power BI and strong proficiency in Microsoft Excel is required.

• Experience with Quality Management Systems (QMS) and export documentation compliance is an added advantage.

Skills:

• Strong customer relationship management and problem-solving skills.

• Excellent communication, collaboration, and influencing abilities.

• High attention to detail and accuracy in documentation and order tracking.

• Ability to manage multiple priorities and meet deadlines under pressure.

• Proficiency in data analysis and report generation using Excel and Power BI.

• Flexible to extend support as per business and customer needs.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Shop

ReqID 2420812

Relocation Package Yes