Customer Order Management Representative - Level II - OFFC

The Customer Order Management Specialist serves as the primary point of contact for assigned customer accounts and is responsible for managing the complete order lifecycle from customer onboarding through order fulfillment and post-delivery support. This role ensures timely and accurate order processing, proactive customer communication, issue resolution, and coordination with cross-functional teams to deliver an exceptional customer experience. The position supports operational excellence by ensuring compliance with Cummins policies, quality standards, export regulations, and service level agreements while contributing to continuous process improvement initiatives.

• Manage the end-to-end customer order lifecycle for assigned customer accounts, including customer setup, order entry, order modifications, order tracking, fulfillment, logistics coordination, and post-delivery support.


• Serve as the single point of contact for customers, manufacturing plants, parts distribution centers, logistics providers, and internal cross-functional teams throughout the order management process.


• Process customer orders accurately and ensure orders are fulfilled and shipped within agreed timelines and customer commitments.


• Proactively communicate order status, shipment updates, delivery schedules, and issue resolutions to customers throughout the order lifecycle.


• Investigate, analyze, and resolve customer inquiries, order discrepancies, delivery concerns, and service issues through effective coordination and problem-solving.


• Escalate complex customer issues to appropriate internal support teams while maintaining complete documentation and ensuring timely resolution.


• Maintain accurate records of customer interactions, order transactions, modifications, escalations, and communications within business systems.


• Coordinate with Supply Chain, Manufacturing, Logistics, Sales, Finance, Customer Support, and other cross-functional teams to ensure seamless order execution and customer satisfaction.


• Ensure compliance with export control regulations, shipping requirements, trade compliance policies, and customer documentation requirements.


• Prepare, validate, and maintain export, shipping, commercial, and customer documentation in accordance with applicable regulations.


• Act as the liaison between customers and manufacturing or aftermarket teams for product quality concerns by initiating and tracking Material Non-Conformance (MNC) and Process Non-Conformance (PNC) cases through the Quality Management System.


• Support customer visits, business reviews, and operational meetings by coordinating required information and documentation.


• Prepare, analyze, and distribute standard and customized operational, customer, and performance reports.


• Monitor order management metrics, customer service performance, and operational KPIs while supporting departmental objectives.


• Participate in and lead continuous improvement initiatives, process optimization projects, and operational excellence activities within Customer Order Management.


• Develop a strong understanding of Cummins Order Management processes, systems, policies, and customer support practices to consistently deliver a high-quality customer experience.

Qualifications

• High School Diploma, Secondary Education Certificate, or equivalent work experience.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations, Commerce, Engineering, or a related discipline is preferred.
• Ability to obtain licenses required for export control or regulatory compliance, where applicable.

Skills

• Strong understanding of end-to-end customer order management and order lifecycle processes.
• Knowledge of customer service, account management, supply chain, logistics, and fulfillment operations.
• Experience using ERP systems, order management platforms, CRM systems, and business applications.
• Knowledge of export compliance, shipping documentation, trade regulations, and international logistics processes.
• Understanding of Quality Management Systems (QMS), Material Non-Conformance (MNC), and Process Non-Conformance (PNC) processes.
• Strong customer service orientation with excellent relationship management skills.
• Excellent verbal and written communication skills with the ability to communicate effectively across diverse customer and stakeholder groups.
• Strong analytical, organizational, and problem-solving skills with the ability to resolve complex customer issues.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and reporting tools.
• Strong collaboration and stakeholder management skills with the ability to work effectively across cross-functional teams.
• Continuous improvement mindset with the ability to identify and implement process enhancements.
• Ability to work in a fast-paced, customer-focused environment while consistently meeting service level agreements.

Experience

• Experience in customer order management, customer service, account management, supply chain, logistics, or related operational functions.
• Experience managing the end-to-end order lifecycle, including order entry, order modifications, shipment coordination, and customer communication.
• Experience working with ERP systems, CRM platforms, order management systems, or supply chain applications.
• Exposure to manufacturing, distribution, logistics, export operations, or aftermarket support environments is preferred.
• Experience coordinating with cross-functional teams including Supply Chain, Manufacturing, Logistics, Sales, Finance, Customer Support, and Quality.
• Knowledge of export documentation, shipping compliance, quality management processes, and customer service best practices is advantageous.
• Experience supporting continuous improvement initiatives and maintaining service level agreements in a customer-focused environment is preferred.