Customer Order Management Representative - Level III

igned customer accounts throughout the entire order life cycle - including new customer setup, order entry/modifications, escalations, and logistics coordination.

• Manage and monitor order fulfillment to ensure all orders are processed, shipped, and delivered within agreed timelines and service levels.

• Provide proactive communication and accurate documentation to customers throughout the order fulfillment process, ensuring transparency and reliability.

• Resolve complex customer inquiries through detailed research, leveraging deep understanding of Cummins processes, systems, and practices.

• Escalate and coordinate resolution for issues requiring higher-level intervention, maintaining documentation throughout the process.

• Maintain precise and complete records of all internal and external communications and transactions in the designated systems/databases.

• Ensure compliance with export regulations and compile required shipping/export documentation per relevant legislation.

• Act as a liaison between customers and manufacturing or aftermarket teams for quality concerns ; initiate and track Material or Process Non-Conformance reports in the Quality Management System.

• Support leadership in customer site visits , report preparation, and execution of departmental goals and initiatives.

• Serve as Quality Management Systems (QMS) Champion and/or Subject Matter Expert , supporting internal audits and continuous improvement initiatives.

• Contribute to creating a more proactive, customer-focused order management organization through process improvement and cross-functional collaboration.

RESPONSIBILITIES

Core Competencies:

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

• Communicates Effectively: Conveys information clearly and adapts communication to diverse audiences.

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

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

• Self-Development: Actively seeks opportunities to grow and learn through formal and informal channels.

• Values Differences: Recognizes and respects diverse perspectives and cultures to strengthen team performance.

Functional/Technical Skills:

• Customer Support: Understands and applies proactive customer engagement techniques across the order life cycle to ensure satisfaction.

• Order Life Cycle Management: Demonstrates understanding of end-to-end order processes, systems, and interdependencies to enable seamless fulfillment.

• Order Processing Systems Knowledge: Skilled in navigating order management systems and performing transactions with high accuracy.

• Quality Management Systems: Familiarity with QMS processes and compliance requirements.

• Time Management: Effectively prioritizes and manages time to meet deadlines and deliver business results.

• Attention to Detail: Ensures accuracy and precision in data entry and documentation.

• Computer Literacy: Intermediate to advanced proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and the ability to learn new systems quickly.

• Analytical Ability: Uses data and process understanding to identify issues, assess risks, and recommend improvements.

Work Environment:

• Rotational night shifts between 5 PM IST and 7 AM IST .

• Collaborative and fast-paced environment that values customer satisfaction, operational discipline, and continuous improvement.

QUALIFICATIONS

Qualifications, Skills, and Experience:

Education, Licenses, and Certifications:

• Bachelor's Degree in a related field preferred .

Experience:

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

• Proven track record of working in a team-oriented, customer-centric environment .

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421911

Relocation Package No