**DESCRIPTION** The Customer Order Management Representative Level IV acts as an extension of management, ensuring a seamless and proactive customer experience. This role is responsible for managing complex customer accounts, improving order-to-cash processes, and mentoring team members. The representative also supports strategic initiatives, customer visits, and training, while maintaining compliance with export and quality standards. **Key Responsibilities** + Manage assigned customer accounts throughout the full order life cycle, including setup, order entry/modification, escalations, and logistics coordination. + Serve as the primary point of contact for customers, distribution centers, manufacturing plants, and internal departments. + Resolve complex customer inquiries through in-depth research and cross-functional collaboration. + Ensure compliance with export policies and prepare all required shipping documentation. + Submit and track quality claims (Material/Process Non-Conformance) via the Quality Management System. + Support and host customer visits at local facilities. + Develop, prepare, and distribute both standard and customized reports for internal and external stakeholders. + Coach and mentor team members on order management policies, systems, and best practices. + Lead departmental initiatives aimed at enhancing customer support and operational efficiency. + Maintain accurate records of all customer interactions and transactions in the system. **RESPONSIBILITIES** **Qualifications** + Degree in a related field preferred. + This position may require licensing for compliance with export controls or sanctions regulations. **Core Competencies** + **Communicates Effectively**– Delivers clear, audience-specific communication. + **Customer Focus** – Builds strong relationships and delivers tailored solutions. + **Drives Results** – Consistently meets goals, even under pressure. + **Collaborates** – Works effectively across teams and departments.+ **Self-Development** – Pursues continuous learning and growth. + **Values Differences** – Embraces diverse perspectives and cultures. **Functional Competencies** + **Customer Support** – Understands the full order life cycle and its impact on customer satisfaction.+ **Order Processing** – Manages order entry, modifications, and exception handling. + **Order Life Cycle Systems Knowledge** – Navigates and utilizes order management systems efficiently. + **Time Management** – Prioritizes tasks to meet deadlines and business objectives. + **Attention to Detail** – Ensures accuracy in data entry and documentation. + **Computer Literacy** – Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ERP/CRM systems. **QUALIFICATIONS** **Experience** + Minimum 3 years of experience in customer order management, account management, or supply chain operations. + Proven experience in handling complex customer accounts and mentoring team members. + Strong background in customer service, logistics coordination, or export documentation is a plus. 5 PM to 2 AM IST Shift **Job**Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2415412 **Relocation Package** No