Customer Order Management Representative - Level II - OFFC

Cummins India; Maharashtra; Hybrid; INR 450,000 - 650,000; Full time

Job summary

Cummins Inc. is seeking a Customer Order Management Representative - Level II to act as the primary contact for assigned customer accounts. You will manage the complete order lifecycle from entry through fulfillment, ensuring on-time delivery and proactive communication.

This hybrid role requires collaboration with manufacturing plants, distribution centers, logistics providers, and internal teams to resolve issues, maintain records, and deliver exceptional customer service.

Qualifications

• Experience in customer order management, customer service, account management, supply chain, logistics, or related operations.
• Familiarity with end-to-end order lifecycle processes and customer support operations.
• Experience coordinating with multiple stakeholders in a fast-paced operational environment.
• Familiarity with ERP or order management systems is preferred.

Responsibilities

• Manage the complete customer order lifecycle, including customer setup, order entry, order modifications, tracking, fulfillment, and issue resolution to ensure on-time delivery.
• Serve as the primary point of contact for assigned customer accounts, providing timely updates and maintaining strong customer relationships.
• Coordinate with manufacturing plants, distribution centers, logistics providers, and internal cross-functional teams to ensure seamless order fulfillment.
• Resolve customer inquiries and order-related issues by leveraging knowledge of business processes, systems, and supply chain operations while adhering to established SLAs.
• Escalate complex issues to appropriate support teams with complete documentation and follow-through until resolution.
• Maintain accurate customer records, order details, and communication history within company systems.
• Ensure compliance with export control regulations, shipping requirements, and documentation standards applicable to customer orders.
• Coordinate with Quality teams to initiate MNC or PNC claims when required.
• Support customer visits, business reviews, and operational meetings as needed.
• Prepare, analyze, and distribute standard and customized operational reports to customers and internal stakeholders.
• Monitor order status, identify exceptions proactively, and implement corrective actions to minimize delivery risks.
• Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, and order management processes.
• Demonstrate Cummins values by fostering collaboration, inclusion, customer focus, and continuous learning.

Skills

Customer Order Management

Order Lifecycle Management

Customer Relationship Management

Order Processing

Account Management

Supply Chain Fundamentals

Export Compliance

Logistics Coordination

Quality Management Systems

ERP/Order Management Systems

Problem Solving

Cross-functional Collaboration

Communication Skills

Stakeholder Management

Time Management

Attention to Detail

Continuous Improvement

Microsoft Office Suite

Education

Bachelor's degree or equivalent in Business, Supply Chain Management, Logistics, Operations, Commerce

High school diploma or equivalent

Tools

ERP software

Job description

The Customer Order Management Representative - Level II serves as the primary point of contact for assigned customer accounts, managing the complete order lifecycle from order entry through fulfillment. This role ensures accurate, timely, and efficient order processing while delivering an exceptional customer experience through proactive communication, issue resolution, and cross-functional collaboration. The representative partners with customers, manufacturing plants, distribution centers, logistics providers, and internal stakeholders to meet delivery commitments, maintain compliance, and drive customer satisfaction.

Key Responsibilities

• Manage the complete customer order lifecycle, including customer setup, order entry, order modifications, tracking, fulfillment, and issue resolution to ensure on-time delivery.
• Serve as the primary point of contact for assigned customer accounts, providing timely updates and maintaining strong customer relationships.
• Coordinate with manufacturing plants, distribution centers, logistics providers, and internal cross-functional teams to ensure seamless order fulfillment.
• Resolve customer inquiries and order-related issues by leveraging knowledge of business processes, systems, and supply chain operations while adhering to established service level agreements (SLAs).
• Escalate complex issues to appropriate support teams with complete documentation and follow through until resolution.
• Maintain accurate customer records, order details, and communication history within company systems.
• Ensure compliance with export control regulations, shipping requirements, and documentation standards applicable to customer orders.
• Coordinate with Quality teams to initiate Material Non-Conformance (MNC) or Process Non-Conformance (PNC) claims when required.
• Support customer visits, business reviews, and operational meetings as needed.
• Prepare, analyze, and distribute standard and customized operational reports to customers and internal stakeholders.
• Monitor order status, identify exceptions proactively, and implement corrective actions to minimize delivery risks.
• Contribute to continuous improvement initiatives that enhance customer experience, operational efficiency, and order management processes.
• Demonstrate Cummins values by fostering collaboration, inclusion, customer focus, and continuous learning.

Skills

• Customer Order Management
• Order Lifecycle Management
• Customer Relationship Management
• Order Processing and Fulfillment
• Account Management
• Supply Chain Fundamentals
• Export Compliance and Documentation
• Logistics Coordination
• Quality Management Systems (QMS)
• ERP/Order Management Systems
• Problem Solving and Analytical Skills
• Cross-functional Collaboration
• Customer Service Excellence
• Effective Communication
• Stakeholder Management
• Time Management and Prioritization
• Attention to Detail
• Continuous Improvement Mindset
• Microsoft Office Suite (Excel, Outlook, PowerPoint)

Experience

• Experience in customer order management, customer service, account management, supply chain, logistics, or related operations.
• Working knowledge of end-to-end order lifecycle processes and customer support operations.
• Experience coordinating with multiple stakeholders in a fast-paced operational environment.
• Familiarity with ERP or order management systems is preferred.
• Experience handling customer escalations and resolving operational issues is advantageous.

Work Location & Shift

• Work Mode: Hybrid (currently 3 days in office and 2 days remote), subject to change based on company policy.
• Shift Requirement: Candidates must be willing to work in night shifts based on business requirements.

Qualifications

Minimum Qualifications

• High school diploma, secondary education certificate, or equivalent work experience.

Preferred Qualifications

• Bachelor's degree or equivalent qualification in Business, Supply Chain Management, Logistics, Operations, Commerce, or a related discipline.
• Licensing or eligibility for export control or sanctions compliance, where applicable.

Job: Supply Chain Planning

Organization: Cummins Inc.

Role Category: On-site with Flexibility

Job Type: Office

ReqID: 2435021

Relocation Package: No

100% On-Site: No