Customer Order Management Representative - Level II - OFFC
Cummins · Posted Nov 5
Diesel, natural gas, electric, and hybrid powertrains, and power generation systems
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About the role
Cummins' Customer Order Management team supports assigned customer accounts across the entire order life cycle, including order entry, modifications, escalations, documentation, and logistics coordination. The role acts as the single point of contact for customers, parts distribution centers, and manufacturing plants, resolving complex inquiries and supporting quality and compliance processes. It is based in Pune with rotational night shifts and a hybrid work mode.
What you will do
- 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 deadline:
- Act as the single-point-of-contact to Cummins' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
- 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.
- Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
- Maintain accurate records of all internal and external interactions in the appropriate database/system.
- Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
- Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
- Knowledge of Quality Management Systems.
- Support Supervisor with hosting customer visits at local facility.
- Prepare and distribute standard and customized internal and customer reports.
- Understand Customer Order Management policies, procedures and metrics.
- Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
- Participate in/lead process improvement projects.
Skills used in this role
What the employer is looking for
- 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; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
- 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; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience
- Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
- Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
- Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
- College or equivalent degree preferred.
- This position may require licensing for compliance with export controls or sanctions regulations.
- Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
- Candidates must be willing to work in Rotational Night Shifts
- Strong communication skills, must be fluent in English
Benefits and support
- Hybrid work mode (2 days remote, 3 days in office)
About Cummins
Cummins Inc. is a global power leader that designs, manufactures, distributes, and services a wide portfolio of power solutions. Its offerings range from diesel and natural gas engines to hybrid, electric, and hydrogen fuel cell technologies, alongside components like filtration, turbochargers, and emission control systems. The company serves customers globally across commercial transportation, construction, mining, and power generation markets.
- Industry
- Automotive
- Company size
- 67400+ employees
- Founded
- 1919
- Location
- Columbus, Indiana, USA
- Funding stage
- Public Company
Leadership
Chair and Chief Executive Officer
Chief Financial Officer
Chief Technical Officer
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