Customer Order Management Representative - Level II - OFFC

We are looking for a talented Customer Order Management Representative Level II to join our team specializing in Supply Chain Planning for our Cummins Inc. facility in Rocky Mount, NC 

In this role, you will make an impact in the following ways:  

• Serve as a trusted single point of contact for assigned customer accounts, owning the full order life cycle—from customer set‑up through shipment—to ensure on‑time, accurate order fulfillment. 

• Drive seamless cross‑functional coordination with customers, parts distribution centers, manufacturing plants, logistics, and internal teams to meet agreed ship dates and service commitments. 

• Proactively manage order execution and communication, providing accurate documentation and consistent status updates to customers throughout the order process. 

• Resolve complex customer inquiries and escalations through in‑depth research and strong knowledge of Cummins systems, processes, and policies, meeting or exceeding SLA response expectations. 

• Ensure regulatory and export compliance by validating customer adherence to export policies and compiling complete, accurate export and shipping documentation per applicable legislation. 

• Act as a quality liaison between customers and manufacturing/aftermarket teams by submitting and tracking Material or Process Non‑Conformance claims through the Quality Management System. 

• Maintain high data integrity and visibility by accurately documenting all internal and external interactions, enabling traceability, reporting, and informed decision‑making. 

• Strengthen Customer Order Management effectiveness by supporting department goals, leading or participating in process improvement initiatives, and contributing insights that drive a more proactive customer support model. 

To be successful in this role you will need the following:  

• Strong collaboration skills – You consistently build partnerships with cross‑functional teams (manufacturing, logistics, quality, distribution centers, and internal support functions) to resolve issues, meet deadlines, and achieve shared customer and business objectives. 

• Effective, multi‑mode communication – You tailor your communication style and level of detail to different audiences, ensuring customers and internal stakeholders clearly understand order status, next steps, risks, and resolution timelines. 

• Customer‑centric mindset – You build trust and long‑term relationships by anticipating customer needs, providing proactive updates, and delivering solutions that align with customer expectations throughout the entire order life cycle. 

• Ability to drive results under pressure – You manage competing priorities, tight ship deadlines, and complex escalations while consistently meeting service level commitments and maintaining order accuracy—even in challenging or time‑sensitive situations. 

• Commitment to self‑development – You actively expand your knowledge of systems, processes, policies, and quality requirements by seeking feedback, learning through hands‑on experience, and using formal and informal development resources. 

• Proactive customer support across the order life cycle – You understand how each phase of the order life cycle (order entry, processing, fulfillment, shipment, and post‑delivery support) directly impacts customer satisfaction and take initiative at every stage to prevent issues. 

• Deep understanding of order life cycle processes and systems – You demonstrate proficiency in order management systems, knowing how to process orders, handle modifications, research inquiries, and resolve exceptions accurately and efficiently. 

• Operational excellence in order processing – You identify exceptions early, solve problems before they impact the customer, ensure compliance with export and shipping requirements, and maintain precise documentation to support auditability and quality standards. 

• Respect for and inclusion of diverse perspectives – You recognize the value of different cultures, experiences, and viewpoints, using them to improve collaboration, problem‑solving, and customer outcomes. 

Education: 

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.  
College or equivalent degree preferred.  
This position may require licensing for compliance with export controls or sanctions regulations.  

Experience:  
Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field. 

MINIMUM REQUIREMENTS (Experience, Education, Skills):

• Demonstrated effective verbal and written communications
• Demonstrated PC and mainframe program capability
• Knowledge of the Engineering Release and Documentation systems
• Able to work positively with Mid-range Engineering and Product Engineering
• Understand the interrelation of the mainframe and production systems
• Understanding of the Cummins Inc. Customer Base
• Must understand engine structure and the importance of an accurate bill of materials 
• Demonstrated understanding of assembly and/or machining processes
• Knowledge of problem-solving tools such as 7-step, CACI, Fault Tree analysis, etc
• Able to manage multiple tasks in a fast-paced environment
• Self-motivated; able to work with minimum supervision and be able to manage multiple tasks at the same time
• Customer-led and has the desire to meet customer expectations

SPECIFIC ROLE RESPONSIBILITIES:

The Compiling technician in this role will be responsible for converting Customer Orders for CSL language to a plant-level shop order. The Compiling technician will be responsible for providing Engineering with feedback on issues that hold shop orders from compiling. This would include working with corporate engineering, plant engineering, and other groups to resolve issues. Responsibility involves the engine's structure and the correct compilation of engines for building. Extensive use of the computer tools is required. The person must be able to interact with a diverse group to resolve issues and make improvements that contribute to customer delight. 

OTHER WORK DEMANDS:

Employees in this position must be able to lift one to forty-five pounds frequently and seventy-five pounds or more infrequently with assistance. Employees must be able to wear hearing protection, interpret information by using visual acuity, hearing, and speaking, gross and fine motor skills, and work eight hours or more frequently. 

ADDITIONAL COMMENTS:

• Previous work experience in either assembly or machining operations would be a plus.
• Previous work experience in Materials with customers would be a plus.
• Project and various assignments as needed.