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.

Key Responsibilities

• 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.