• Single Point of Contact: Acting as the main liaison for customers, you'll streamline communication between customers, distribution centers, manufacturing plants, and cross-functional teams, ensuring a seamless order fulfillment process.

• Problem Resolution: Your ability to handle complex customer inquiries and escalations through thorough research and understanding of Cummins' processes will lead to quick and effective resolutions, maintaining high customer satisfaction.

• Accurate Record Keeping: Maintaining precise records of all interactions will ensure transparency and accountability, aiding in smooth operations and compliance with company policies.

• Export Compliance: Ensuring customers comply with export policies and compiling necessary documentation will help mitigate risks and ensure adherence to relevant legislation.

• Quality Issue Liaison: Acting as a bridge between customers and manufacturing locations for quality issues, you'll facilitate the resolution of non-conformance claims, contributing to product and service quality improvements.

• Customer Visits and Reporting: Supporting your supervisor with customer visits and preparing detailed reports will enhance customer relationships and provide valuable insights for continuous improvement.

• Championing Quality Management: Serving as a Quality Management Systems Champion or Subject Matter Expert, you'll drive quality initiatives and ensure compliance with internal and external standards, fostering a culture of excellence.

RESPONSIBILITIES

Competencies:

• Collaboration: Build strong partnerships and work collaboratively with colleagues and customers to achieve shared goals. This will help ensure smooth order processing and problem resolution.

• Effective Communication: Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences. This will enhance understanding and ensure all stakeholders are well-informed throughout the order life cycle.

• Customer Focus: Establish and maintain strong customer relationships by delivering solutions that meet their needs. Your proactive support at each phase of the order life cycle will ensure a positive customer experience.

• Results-Driven: Consistently achieve results, even in challenging situations. Your ability to drive results will ensure orders are processed accurately and on time, meeting customer expectations.

• Self-Development: Continuously seek opportunities for growth and challenge yourself through both formal and informal development channels. This will keep you updated on best practices and enhance your skills.

• Customer Support Expertise: Demonstrate proactive customer support interactions throughout the order life cycle. Understand how customer support and the order life cycle are interconnected to ensure overall customer satisfaction.

• Order Life Cycle Knowledge: Understand the phases of the end-to-end order life cycle, including terminology and functional collaboration. This knowledge will enable you to fulfill customer orders efficiently and effectively.

• System Proficiency: Master the steps within each system screen to process customer orders, modifications, and queries. This will ensure accurate and timely order processing and query resolution.

• Order Processing Skills: Manage the processing of customer orders from receipt to resolution of exceptions. This will ensure orders are fulfilled according to customer requirements.

• Valuing Differences: Recognize and appreciate the value of diverse perspectives and cultures. This will foster an inclusive environment and enhance team collaboration.

Education, Licenses, Certifications:

Degree in related field preferred.

2 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.

Experience:

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

QUALIFICATIONS

Excellent written and oral communication skills

Strong attention to detail

Proficient with MS Word, Excel and Outlook; Excel skills are extremely desirable and required for this role.

Knowledge of OBIEE or SQL reporting tools is desirable

Knowledge of GOMS transactions a plus

Bi-lingual Preferred

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2407520

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.