DESCRIPTION

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 deadlines.
• Act as the single-point-of-contact to Cummins' customers, parts distribution centers, and/or manufacturing plants and cross-functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customers 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.
• Ensure customers comply with export policies 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.
• Support Supervisor with hosting customer visits at the local facility.
• 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.
• Serve as Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert.

• 2+ years of relevant customer order management, account management, or supply chain field experience.

• 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.
• 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.
• Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

• Degree in a related field preferred.
• 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.

• Ability to work in the North America Shift (5 PM - 2 AM).