**DESCRIPTION** The Customer Order Management Representative – Level III operates under minimal supervision and in accordance with Cummins Delegation of Authority Policy to support end-to-end customer order fulfillment. The role uses analytical and quantitative methods to understand, predict, and improve supply chain processes. This position collaborates cross-functionally to validate and execute demand plans, shorten the order-to-cash cycle, align supply with demand, and drive stability across the supply chain while delivering a high-quality customer experience. This role requires working in rotational night shifts between **5:00 PM and 7:00 AM IST** **Key Responsibilities** + Manage assigned customer accounts across the complete order life cycle, including new customer setup, order entry and modification, escalations, and logistics coordination, ensuring orders are shipped within agreed timelines. + Act as the single point of contact for 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 process. + Take ownership of complex customer inquiries and resolve issues through detailed research and strong knowledge of Cummins processes, systems, and practices, ensuring responses meet defined Service Level Agreements. + Escalate complex issues to the appropriate support level with complete and accurate documentation. + Maintain accurate records of all internal and external customer interactions in relevant systems and databases. + Ensure customer compliance with export policies and coordinate preparation of required export and shipping documentation in line with applicable legislation. + Act as a liaison between customers and manufacturing or aftermarket teams for quality-related issues, including submission of Material Non-Conformance or Process Non-Conformance claims through the Quality Management System. + Support the Supervisor in hosting customer visits at the local facility. + Prepare and distribute standard and customized internal and customer-facing reports. + Understand and adhere to Customer Order Management policies, procedures, and performance metrics. + Support departmental goals and initiatives to drive a proactive, customer-focused support organization. + Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert as required. **RESPONSIBILITIES** **Skills and Experience** + Strong customer support mindset with a team-focused approach and passion for delivering excellent service. + Demonstrated time management skills with the ability to prioritize tasks effectively to meet business objectives. + Exceptional attention to detail with accurate data entry skills and fast typing speed. + Intermediate to advanced computer literacy, including proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook). + Ability to navigate computerized data entry systems and quickly gain proficiency in order processing and analytics systems. + Strong understanding of customer order management processes, systems, and end-to-end order life cycle. + Knowledge of Quality Management Systems and related compliance requirements. + Ability to work rotational night shifts between 5 PM and 7 AM IST. **Core Competencies** + **Collaborates:** Builds strong partnerships and works effectively with cross-functional teams to achieve shared objectives. + **Communicates Effectively:** Delivers clear, audience-appropriate communication through multiple channels. + **Customer Focus:** Builds strong customer relationships and delivers customer-centric solutions. + **Drives Results:** Consistently achieves results, even in challenging situations. + **Self-Development:** Actively seeks opportunities for continuous learning and growth. + **Customer Support Excellence:** Demonstrates proactive customer engagement at each phase of the order life cycle to ensure satisfaction. + **Order Life Cycle Knowledge:** Understands end-to-end order processing, systems, terminology, and functional collaboration. + **Values Differences:** Recognizes and respects diverse perspectives and cultural differences. **QUALIFICATIONS** **Qualifications** + Bachelor’s degree in a related field preferred. + Minimum **2+ years** of experience in customer order management, account management, or supply chain–related roles. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** On-site with Flexibility **Job Type** Office **ReqID** 2424196 **Relocation Package** No **100% On-Site** No