Customer Order Management Representative

Job Title

Job Description Required Education • High school diploma or certificate of completion of secondary education (or equivalent experience to the extent such experience meets applicable regulations). • College degree or equivalent preferred (not required).

Top 3 Must-Have Skills: 1. Order processing and order life cycle management for manufactured products. 2. Detail-oriented approach to work. 3. Ability to manage and prioritize multiple tasks effectively.

Additional Key Competencies (from the full list): • Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives. • Communicates effectively – Develops and delivers multi-mode communications that convey a clear understanding of diverse audiences' needs. • Customer focus – Builds strong customer relationships and delivers customer-centric solutions. • Drives results – Consistently achieves results, even under tough circumstances. • Self-development – Actively seeks new ways to grow and be challenged through formal and informal channels. • Customer Support – Understands proactive customer support interactions required at each phase of the order life cycle. • Order Life Cycle Knowledge – Demonstrates understanding of end-to-end order phases and functional collaboration. • Order Life Cycle Systems Knowledge – Knows how to use system screens to process orders, modifications, and queries. • Order Processing – Manages order receipt, exception identification, and resolution to fulfill customer requirements. • Values differences – Recognizes the value that different perspectives and cultures bring. • Some work experience and intermediate-level knowledge obtained through training or on-the-job experience in customer order management, account management, or the supply chain field.

Act as the single point of contact for assigned customer accounts, managing the entire order life cycle to ensure orders are processed and shipped on time.

Key Responsibilities: • Manage assigned customer accounts from new customer setup through order entry, modifications, and escalations, including logistics management. • Serve as the single point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional departments. • Provide accurate documentation and ongoing communication to customers throughout the order process. • Resolve complex customer inquiries through extensive research and deep understanding of Cummins processes, systems, and practices. • Respond timely and informatively per Service Level Agreement; escalate complex issues to the next support level with full documentation. • Maintain accurate records of all internal and external interactions in the appropriate database/system. • Ensure customer compliance with export policies and compile required export/shipping documentation per relevant legislation. • Act as liaison between customers and aftermarket/manufacturing locations for quality issues; submit Material/Process Non-Conformance claims via the Quality Management System. • Support supervisor in hosting customer visits at the local facility. • Prepare and distribute standard and customized internal and customer reports. • Understand Customer Order Management policies, procedures, and metrics. • Support departmental goals and initiatives to become a more proactive customer support organization. • Participate in or lead process improvement projects. • Accurately process customer orders, verifying all product specifications (quantities, pricing, delivery dates). • Create necessary purchase orders and requisitions for each order. • Collaborate closely with the UK organization and manufacturing plants in India and China to monitor order status, obtain acknowledgments, confirm shipping dates, and secure shipping documentation. • Track orders throughout the entire lifecycle – from initial entry to final delivery. • Ensure timely invoicing upon receipt of Proof of Delivery (POD) to maintain a seamless end-to-end order management process.

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**