Customer Order Management Representative - Level II - OFFC
Cummins Turbo Technologies
DESCRIPTION
The Customer Order Management Representative – Level II acts as the single point of contact for assigned customer accounts, managing the end-to-end order life cycle to ensure accurate, timely, and compliant order processing. The role requires close coordination with customers, internal teams, distribution centers, and manufacturing plants to deliver a seamless customer experience while meeting service level agreements and business objectives.
Key Responsibilities
Manage assigned customer accounts across the complete order life cycle, including new customer setup, order entry and modification, escalations, and logistics coordination to ensure on-time shipment against agreed deadlines.
Serve as the single point of contact for Cummins customers, parts distribution centers, manufacturing plants, and cross-functional teams to process and fulfill customer orders.
Provide accurate documentation and maintain continuous communication with customers throughout the order fulfillment process.
Take ownership of complex customer inquiries by conducting in-depth research and applying a strong understanding of Cummins processes, systems, and practices to deliver timely and accurate resolutions in line with Service Level Agreements.
Escalate complex issues to the appropriate support level when required, ensuring complete and accurate documentation throughout the escalation process.
Maintain accurate and up-to-date records of all internal and external customer interactions within designated systems and databases.
Ensure customer compliance with export policies and compile all required export and shipping documentation in accordance with applicable legislation.
Act as a liaison between customers and aftermarket or manufacturing locations for quality-related issues; raise Material or Process Non-Conformance claims through the Quality Management System.
Support supervisors in hosting customer visits at the local facility when required.
Prepare and distribute standard and customized reports for internal stakeholders and customers.
Adhere to Customer Order Management policies, procedures, and performance metrics.
Support departmental goals and initiatives aimed at building a proactive, customer-centric support organization.
Participate in and/or lead continuous improvement and process optimization initiatives.
RESPONSIBILITIES
Skills and Experience
Strong communication and follow-up skills with the ability to engage effectively with internal and external stakeholders.
Proficiency in MS Excel and Advanced Excel; basic working knowledge of SQLM systems.
Good understanding of supply chain concepts, order processing, and logistics operations.
Working knowledge of Order Life Cycle processes and supporting systems.
Experience in managing customer orders, resolving exceptions, and ensuring compliance with service-level expectations.
Familiarity with Quality Management Systems and handling quality-related customer issues.
Ability to manage multiple priorities, maintain attention to detail, and ensure data accuracy.
Core Competencies
Collaborates – Builds partnerships and works effectively with cross-functional teams to achieve shared objectives.
Communicates Effectively – Delivers clear, structured, and audience-appropriate communication across multiple channels.
Customer Focus – Develops strong customer relationships and delivers customer-centric solutions throughout the order life cycle.
Drives Results – Consistently meets commitments and delivers outcomes, even under challenging conditions.
Self-Development – Actively seeks opportunities for continuous learning and professional growth.
Customer Support – Applies proactive customer support practices at every stage of the order life cycle to ensure customer satisfaction.
Order Life Cycle Knowledge – Demonstrates understanding of end-to-end order life cycle phases, terminology, and cross-functional dependencies.
Order Life Cycle Systems Knowledge – Effectively navigates order management systems to process orders, modifications, and customer queries accurately and on time.
Order Processing – Executes order receipt, exception identification, and resolution to meet customer and business requirements.
Values Differences – Recognizes and appreciates diverse perspectives, cultures, and experiences within the organization.
QUALIFICATIONS
Qualifications
High school diploma or certificate of completion of secondary education, or equivalent experience meeting applicable regulatory requirements.
Minimum 1–2 years of experience in Supply Chain Management, Customer Order Management, or a related field.
100% On-Site No
As Cummins continues to grow, you'll be provided with continuous learning opportunities, supportive benefits and a culture that values your wellbeing, safety and work-life balance. Here, you'll have the power to determine your future with innovative technology, a focus on sustainability and with a company positioned for long-term growth.