DESCRIPTION

We are looking for a talented Customer Order Management Representative to join our team in Tuas South, Singapore . This will be following Hybrid work model but initial 3 months, need to be onsite.

The Customer Order Management Representative 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.

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

• 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.

• College, university, or equivalent degree required . This position may require licensing for compliance with export controls or sanctions regulations.
• 3+ years of relevant customer order management, account management or in the supply chain field.
• Min 3 years of experience in Customer Service Operations
• 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.
• Good Communication Skills and Teamwork
• Strong Time Management and High attention to details
• Ownership and follow up
• Less than 10%travel can be required.