Customer Order Management Representative - Level II - OFFC

The Customer Order Management Representative – Level II acts as the single point of contact for assigned customer accounts and manages the end-to-end customer order lifecycle. The role is responsible for ensuring accurate and timely order processing, effective resolution of customer inquiries and exceptions, and coordination with customers, distribution centers, manufacturing locations, and cross-functional teams to ensure orders are fulfilled and shipped within agreed timelines. Key Responsibilities Manage assigned customer accounts throughout the complete order lifecycle, including new customer setup, order entry and modification, order fulfilment, escalations, and, where applicable, logistics management. Act as the primary point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams to coordinate and fulfil customer orders. Ensure customer orders are processed accurately and shipped within agreed deadlines and service-level requirements. Provide accurate order-related documentation and maintain proactive and timely communication with customers throughout the order lifecycle. Take ownership of complex customer inquiries and resolve them through detailed research and application of Cummins processes, systems, policies, and practices. Provide timely and informative responses to customers in accordance with established Service Level Agreements (SLAs). Identify and escalate complex issues to the appropriate level of customer support, ensuring complete and accurate documentation throughout the escalation process. Maintain accurate records of internal and external customer interactions in the appropriate databases and systems. Ensure customers comply with applicable export policies and that required export and shipping documentation is completed in accordance with relevant legislation and requirements. Act as a liaison between customers and aftermarket and/or manufacturing locations to support resolution of quality-related issues. Submit Material Non-Conformance and Process Non-Conformance claims through the applicable Quality Management System. Apply knowledge of Quality Management Systems to support effective resolution of customer and quality issues. Support the Supervisor in hosting customer visits at the local facility, as required. Prepare and distribute standard and customized reports for internal and external customers. Understand and apply Customer Order Management policies, procedures, and performance metrics. Support Customer Order Management departmental goals and initiatives aimed at developing a more proactive and customer-focused support organization. Participate in and/or lead process improvement projects to enhance order management processes and customer support. Skills and Experience Some relevant work experience with intermediate-level knowledge gained through training and/or on-the-job experience in Customer Order Management, Account Management, Supply Chain, or a related field . Understanding of the end-to-end customer order lifecycle , including customer setup, order entry, order modification, exception identification and resolution, fulfilment, and shipment. Knowledge of order processing systems and the ability to accurately process customer orders, order modifications, and customer inquiries. Ability to research and resolve complex customer inquiries and order-related issues. Knowledge of Customer Order Management policies, procedures, and metrics. Knowledge of Quality Management Systems and ability to support quality-related customer issues. Understanding of export policies and required export/shipping documentation. Strong customer service and relationship management skills. Strong written and verbal communication skills with the ability to communicate effectively with different audiences. Strong collaboration skills and ability to work effectively with customers and cross-functional teams. Ability to manage multiple priorities, resolve issues, and deliver results within agreed timelines. Strong attention to detail and ability to maintain accurate records and documentation. Ability to identify and contribute to process improvement opportunities. Willingness to learn and develop through formal and informal development opportunities. Ability to work effectively with diverse perspectives and cultures. Key Competencies Collaborates: Builds partnerships and works collaboratively with others to achieve shared objectives. Communicates Effectively: Develops and delivers clear communication tailored to the needs of different audiences. Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. Drives Results: Consistently achieves results, including in challenging circumstances. Self-Development: Actively seeks opportunities to learn, grow, and develop. Customer Support: Understands the importance of proactive customer support throughout the order lifecycle to ensure customer satisfaction. Order Life Cycle: Demonstrates understanding of the end-to-end order lifecycle, terminology, and cross-functional collaboration required to fulfil customer orders. Order Life Cycle Systems Knowledge: Understands the systems and processes used to manage customer orders, order modifications, and customer inquiries. Order Processing: Understands the processes required for order receipt, exception identification, resolution, and fulfilment according to customer requirements. Values Differences: Recognizes and values different perspectives and cultures and uses them to support effective collaboration. Work Schedule Shift: Night Shift – candidates must be willing and able to work night shifts based on business requirements. Work Mode: Hybrid – currently 3 days in office and 2 days remote , subject to change based on company policy and business requirements. Qualifications High school diploma or certificate of completion of secondary education, or equivalent experience that meets applicable regulations. College or equivalent degree is preferred.