What are the responsibilities and job description for the Customer Order Management Representative - Level II position at Cummins Inc.?
DESCRIPTION
In this role, you will make an impact in the following ways:
Streamline Order Processing : By acting as the single point of contact for assigned customer accounts, you'll ensure orders are processed efficiently and on time, enhancing customer satisfaction.
Effective Communication : Providing accurate documentation and continual communication throughout the order life cycle will build trust and transparency with customers.
Problem Resolution : Taking ownership of complex customer inquiries and resolving them through extensive research and understanding of Cummins processes will demonstrate your commitment to excellent customer service.
Escalation Management : Handling escalations and seeking support from higher levels, when necessary, ensures that customer issues are addressed promptly and effectively.
Record Keeping : Maintaining accurate records of all interactions will help in tracking progress, identifying trends, and improving future customer interactions.
Compliance Assurance : Ensuring customers comply with export policies and compiling required documentation will safeguard against legal issues and streamline international shipping processes.
Quality Liaison : Acting as a liaison for quality issues and submitting claims via the Quality Management System will help in maintaining high standards and addressing any product concerns.
Process Improvement : Participating in and leading process improvement projects will contribute to the continuous enhancement of customer order management practices, making the department more proactive and efficient.
Your role is pivotal in ensuring smooth operations and fostering strong customer relationships!
RESPONSIBILITIES
To be successful in this role you will need the following:
Collaborate Effectively : Build strong partnerships and work collaboratively with colleagues, customers, and cross-functional teams to meet shared objectives and ensure smooth order processing.
Communicate Clearly : Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences, ensuring everyone is informed and aligned throughout the order life cycle.
Focus on Customers : Build strong customer relationships and deliver customer-centric solutions, ensuring customer satisfaction at every stage of the order life cycle.
Drive Results : Consistently achieve results, even under tough circumstances, by staying focused, proactive, and resilient in managing customer orders and resolving issues.
Commit to Self-Development : Actively seek new ways to grow and be challenged using both formal and informal development channels, staying updated with industry trends and best practices.
Provide Proactive Customer Support : Demonstrate proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction, highlighting how customer support and the order life cycle are interconnected for a positive customer experience.
Understand the Order Life Cycle : Demonstrate knowledge of the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled, ensuring a seamless process.
Master Order Life Cycle Systems : Show proficiency in the steps within each system screen to process customer orders, order modifications, and respond to customer queries, ensuring accurate and timely order processing and query resolution.
Manage Order Processing : Demonstrate 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.
Value Differences : Recognize the value that different perspectives and cultures bring to the organization, fostering an inclusive and collaborative work environment.
By focusing on these areas, you'll be well-equipped to excel in your role and make a significant impact!
*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: *
Prefer 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.
QUALIFICATIONS
Additional Information:
Entering and maintaining customer orders and forecasts.
Participating in regular customer calls, providing required information.
Experience in customer order management, with a focus on customer-facing interactions
EDI Proficiency and Troubleshooting Skills are desirable.
JD Edwards experience preferred but not required.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Office
Min Salary $47200
Max Salary $70800
ReqID 2413869
Relocation Package No
Cummins and E-Verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.
Salary : $47,200 - $70,800
