The Customer Order Management Representative Level IV acts as an extension of management ensuring a positive customer experience while being the representative of management to others. Provides [proactive] customer support and performs numerous duties, including order to cash improvements, order life cycle improvements, overseeing visitors and training of new hires.
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.
Drives results - Consistently achieving results, even under tough circumstances.
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.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
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
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 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
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.
Education, Licenses, Certifications
Degree in related field preferred.
3 plus 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
Studding a Bachelor degree or about to finish. Advanced English and proficient in ExcelGood. Communication skills and highly oriented to solve problems. Organized and Proactive, good follow up to activities. Good leadership skills.
Cummins is a Fortune 150 global power technology leader that designs, engineers, manufactures, distributes and services engines and related technologies. Headquartered just outside Indianapolis in Columbus, Indiana, we believe in providing global opportunities to develop your career, make your community a better place and make meaningful contributions. We work with today’s most innovative ...