Customer Order Management Representative

us duties, including order to cash improvements, order life cycle improvements, overseeing visitors and training of new hires.

Key Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.

• Act as the single-point-of-contact to Cummins' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.

• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Cummins processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.

• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.

• Maintain accurate records of all internal and external interactions in the appropriate database/system.

• Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation.

• Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non Conformance or Process Non-Conformance.

• Supports Supervisor with hosting customer visits at local facility. Develop, prepare and distribute standard and customized internal and customer reports.

• Coaches team members on Customer Order Management policies, procedures and metrics.

• Leads a Customer Order Management departmental goal or initiatives to support a more proactive customer support organization.

RESPONSIBILITIES

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

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Customer focus - Building strong customer relationships and delivering customer-centric solutions.

• Drives results - Consistently achieving results, even under tough circumstances.

• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

• Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.

• Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience

• Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.

• Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements

• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Preferred Qualifications:

• Degree in related field preferred.

• 3+ years of relevant customer order management, account management or in the supply chain field.

• This position may require licensing for compliance with export controls or sanctions regulations.

• Team focused and passionate about customer support

• Time management: Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives.

• Attention to detail: Accurate data entry skills Fast typing speed with accuracy, extreme attention to detail.

• Computer literacy : Intermediate to advanced standard of computer skills with the ability to use office applications (Microsoft Office, Word, Excel, PowerPoint and Outlook).

• Ability to navigate a computerized data entry system or other relevant applications and the ability to gain knowledge in using order processing and analytics systems

• Strong Customer Order Management Experience.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2411932

Relocation Package No