Customer Order Management Representative - Level I - SHOP at CUMMINGS INC

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Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

0.0

Posted On

02 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Order Management, Billing, Communication, Oracle, Data Entry, Problem Solving, Process Improvement, Team Collaboration, Operational Coordination, Record Keeping, Reporting, Customer Support, Hold Analysis, Material Allocation, Timely Processing

Industry

Motor Vehicle Manufacturing

Description

The Customer Order Management Representative – Level I serves as the first point of contact for low to moderately complex customer interactions related to order entry, order modification, billing, and general enquiries. The role ensures accurate and timely order processing while supporting billing, allocation, and operational coordination to deliver a positive customer experience. Key Responsibilities Serve as the first point of contact for customers regarding order entry, order modifications, billing, and general enquiries through phone and email. Manage high volumes of routine customer communications and ensure first-call resolution with minimal supervision. Process customer orders accurately within Oracle and other order management systems, ensuring adherence to defined timelines. Perform manual DN drop activities, including 1C activities over Service Requests (SR), especially during month-end billing cycles. Manage GST Hold, Manual Hold, Cancellation Hold, and perform hold analysis, cancellation, and rebooking activities. Support working day operations as per ILC requirements and provide urgency support during the last 10 days of every month to ensure timely billing. Update quality plans and ensure compliance with defined processes. Coordinate with the Operations (OPS) team for material allocation, ILC ISO transfer, and D2S activities. Follow up with OPS teams to ensure timely material allocation and order fulfillment. Compile, publish, and distribute customer communications such as order acknowledgements, shipment notifications, tracking details, and invoices. Prepare and distribute standard internal and customer reports. Update required data accurately in RPA links (Action 1, Action 2, Action 3). Maintain accurate records of all customer and internal interactions in relevant systems. Collaborate with higher-level support teams to resolve complex enquiries or complaints, ensuring continuous communication with customers. Identify opportunities for process improvements and proactively communicate them to the Supervisor. Support team goals and initiatives to enhance proactive customer support and operational efficiency. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

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Responsibilities

The representative serves as the first point of contact for customer interactions related to order entry, modifications, and billing. They ensure accurate order processing and support operational coordination to enhance customer experience.