Customer Order Management Representative - Level II - OFFC

Key Responsibilities

• Manage assigned customer accounts throughout the complete order lifecycle, including new customer setup, order entry and modification, order fulfilment, escalations, and, where applicable, logistics management.
• Act as the primary point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional teams to coordinate and fulfil customer orders.
• Ensure customer orders are processed accurately and shipped within agreed deadlines and service-level requirements.
• Provide accurate order-related documentation and maintain proactive and timely communication with customers throughout the order lifecycle.
• Take ownership of complex customer inquiries and resolve them through detailed research and application of Cummins processes, systems, policies, and practices.
• Provide timely and informative responses to customers in accordance with established Service Level Agreements (SLAs).
• Identify and escalate complex issues to the appropriate level of customer support, ensuring complete and accurate documentation throughout the escalation process.
• Maintain accurate records of internal and external customer interactions in the appropriate databases and systems.
• Ensure customers comply with applicable export policies and that required export and shipping documentation is completed in accordance with relevant legislation and requirements.
• Act as a liaison between customers and aftermarket and/or manufacturing locations to support resolution of quality-related issues.
• Submit Material Non-Conformance and Process Non-Conformance claims through the applicable Quality Management System.
• Apply knowledge of Quality Management Systems to support effective resolution of customer and quality issues.
• Support the Supervisor in hosting customer visits at the local facility, as required.
• Prepare and distribute standard and customized reports for internal and external customers.
• Understand and apply Customer Order Management policies, procedures, and performance metrics.
• Support Customer Order Management departmental goals and initiatives aimed at developing a more proactive and customer-focused support organization.
• Participate in and/or lead process improvement projects to enhance order management processes and customer support.