Student Customer Order Management WG REP

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RESPONSIBILITIES

Competencies:

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:

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 onthe-

job experience in customer order management, account management or in the supply chain

field.

QUALIFICATIONS

Key Responsibilities:

Responsible for assigned customer accounts for the entire order life cycle (from new customer setup,

order entry/modification, escalations; responsibilities might include logistics management) to

ensure orders are shipped to agreed deadline:

Support for COM WG to 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.

Ensure customers comply with export polices and ensure required export/shipping documentation is

compiled to the relevant legislation.

Act as liaison between the customer and aftermarket and/or manufacturing location for quality

issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality

Management System.

Knowledge of Quality Management Systems.

Prepare and distribute standard and customized internal and customer reports.

Understand Customer Order Management policies, procedures and metrics.

Support Customer Order Management departmental goals and initiatives to become a more

proactive customer support organization.

Participate in process improvement projects.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Student - Cooperative/12 Month Placement

ReqID 2412686

Relocation Package No