Customer Order Management Representative - Level IV at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Order Management, Logistics Coordination, Order Life Cycle Management, Proactive Communication, Documentation Accuracy, Shipment Tracking, Issue Resolution, Export Compliance, Quality Assurance, Team Mentoring, Customer Support, Data Interpretation, Process Improvement, Training Support, Cross-Functional Collaboration, Customer Relationship Management

Industry

Motor Vehicle Manufacturing

Description

The Customer Order Management Representative – Level IV serves as an extension of management in delivering a positive and seamless customer experience. The role is responsible for end-to-end management of customer orders, driving order-to-cash and order life cycle improvements, ensuring accurate documentation, proactive communication, and timely delivery. This position coordinates closely with suppliers, logistics providers, internal planning teams, distribution centers, and manufacturing plants. The representative also supports customer visits, assists with training new hires, and contributes to departmental initiatives to help build a proactive customer support function. Key Responsibilities Manage assigned customer accounts through the entire order life cycle—including customer setup, order entry and modification, escalations, logistics coordination, and delivery—to meet agreed timelines. Act as the single point of contact for customers, distribution centers, manufacturing plants, suppliers, and cross-functional teams to process and fulfil orders with complete accuracy and timely communication. Monitor shipment progress by interpreting tracking data (AWB, PRO numbers, carrier portals, shipment documents) and proactively identify delays or discrepancies. Coordinate with suppliers, logistics partners, and internal teams to resolve shipment issues and maintain visibility on order status. Generate, maintain, and distribute shipment trackers, reports, and order-related documentation for internal and external stakeholders. Take ownership of complex customer inquiries using a deep understanding of Cummins processes, systems, and business practices; deliver responses within SLA timelines. Escalate complex issues to the next level of support with clear documentation of findings and actions taken. Ensure compliance with export policies and compile necessary export/shipping documentation in accordance with relevant regulations. Act as liaison between customers and manufacturing/aftermarket locations to address quality concerns; submit Material Non-Conformance (MNC) and Process Non-Conformance (PNC) cases as needed. Maintain accurate records of all customer interactions and internal communications within the appropriate systems. Support the Supervisor in planning and hosting customer visits. Lead or support departmental goals and continuous improvement initiatives aimed at enhancing proactive customer support. Coach and mentor team members on Customer Order Management processes, metrics, and best practices.

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Responsibilities

The representative manages customer accounts through the entire order life cycle, ensuring accurate order processing and timely communication. They also act as a liaison between various stakeholders to resolve issues and maintain order visibility.