Customer Order Management Representative - Level II - SHOP

Description

Job Summary : Hybrid Role

The Customer Order Management Representative - Level II - serves as the single point of contact for assigned customer accounts, managing the complete order cycle to ensure timely and accurate processing of customer orders. This role involves coordinating across multiple functions—including plants, logistics, and distribution centers—to provide proactive support, resolve complex issues, and ensure customer satisfaction in alignment with Cummins' standards and service commitments.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts throughout the order life cycle — from new customer setup, order entry / modifications, and escalations to shipment and delivery.
• Ensure orders are processed and shipped according to agreed deadlines, maintaining accurate documentation 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 :

Education

Qualifications, Skills & Experience :

Qualifications

Experience :

Skills

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Shop

ReqID 2420812

Relocation Package Yes

Skills Required

Power Bi, Microsoft Excel