Customer Order Management Representative

The Customer Order Management Representative Level IV acts as an extension of management, ensuring a positive customer experience while representing management to others. Provides proactive customer support and performs numerous duties, including order to cash improvements, order life cycle improvements, overseeing visitors, and training new hires.

• Customer Account Management : Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadlines.
• Single-Point-of-Contact : Act as the single-point-of-contact to Cummins' customers, parts distribution centers, and/or manufacturing plants and cross-functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customers throughout the process.
• Complex Inquiry Resolution : Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Cummins processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Escalation Support : Request support from the next appropriate level of customer support for complex escalations/issues, providing documentation throughout the process.
• Record Maintenance : Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Compliance : Ensure customers comply with export policies and ensure required export/shipping documentation is compiled according to relevant legislation.
• Quality Liaison : Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance.
• Customer Visits : Support Supervisor with hosting customer visits at the local facility.
• Reporting : Develop, prepare, and distribute standard and customized internal and customer reports.
• Coaching : Coach team members on Customer Order Management policies, procedures, and metrics.
• Leadership : Lead a Customer Order Management departmental goal or initiatives to support a more proactive customer support organization.

• 3 plus years of relevant customer order management, account management, or supply chain field experience.
• Team-focused and passionate about customer support.

• Time Management : Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives.
• Attention to Detail : Accurate data entry skills, fast typing speed with accuracy, and extreme attention to detail.
• Computer Literacy : Intermediate to advanced standard of computer skills with the ability to use office applications (Microsoft Office, Word, Excel, PowerPoint, and Outlook).
• System Navigation : Ability to navigate a computerized data entry system or other relevant applications and the ability to gain knowledge in using order processing and analytics systems.

• Shift Time : 5 PM - 2 AM IST.

Education, Licenses, Certifications

• Degree in a related field preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus : Building strong customer relationships and delivering customer-centric solutions.
• Drives Results : Consistently achieving results, even under tough circumstances.
• Self-Development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Customer Support : Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction.
• Order Life Cycle : Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled.
• Order Life Cycle Systems Knowledge : Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
• Order Processing : Demonstrates the steps necessary 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.