Customer Order Management Representative - Level II

About the Role

Key Responsibilities

• Manage the entire order life cycle—from entry to delivery—ensuring customer orders are processed accurately and shipped on time.
• Act as the primary liaison to build strong relationships with customers, providing timely updates, resolving issues, and ensuring smooth communication throughout the order process.
• Take ownership of challenging customer issues, investigating and resolving problems quickly and thoroughly using deep understanding of Cummins systems and processes.
• Coordinate with internal teams—such as logistics, manufacturing, and quality—to align efforts and meet customer needs.
• Ensure all export and shipping documentation complies with regulations, supporting global trade compliance.
• Identify and report quality issues through the Quality Management System to help improve product and process standards.
• Prepare and share customized reports that provide insights to customers and internal teams for data-driven decision making.
• Participate in or lead process improvement initiatives to evolve the customer support function into a more proactive and efficient operation.

Requirements

• High school diploma or certificate of completion of secondary education or equivalent experience; college or equivalent degree preferred.
• Some work experience and intermediate knowledge in customer order management, account management, or supply chain field.
• Proficiency in order management systems to process orders, handle modifications, and respond to queries.
• Ability to build effective partnerships across departments and communicate clearly and adaptively with different audiences.
• Customer-centric mindset with a focus on understanding needs and proactively managing expectations.
• Knowledge of the order life cycle and how it connects to customer support.
• Experience with Microsoft Office is preferred.
• This position requires being onsite, with options for some remote work.

Nice to Have

• Experience with international shipping documents.
• Experience managing and aligning order boards based on customer needs and projected ship dates.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Experience in customer order management or supply chain fields.