DESCRIPTION
We are looking for a talented Services Representative to join our team in Florence, KY .
In this role, you will make an impact in the following ways:
- Efficient Order Management : By handling the entire order life cycle, you’ll ensure smooth and accurate processing, from entry to invoicing, enhancing customer satisfaction.
- Consultative Support : Providing valuable information and recommendations on lead times, availability, and policies will help customers make informed decisions, strengthening their trust in your service.
- Single Point of Contact : Acting as the main contact for order inquiries and escalations, you’ll streamline communication and resolve issues promptly, improving the overall customer experience.
- Customer Support Excellence : Demonstrating compassion, empathy, and support in all interactions will build strong, positive relationships with customers.
- Internal Collaboration : Liaising with production, planning, and materials teams will ensure timely and accurate order processing, contributing to the achievement of financial targets.
- Cross-Functional Communication : Coordinating with sales, warehouse, and logistics staff will help confirm order statuses and resolve queries efficiently, maintaining a seamless workflow.
- Proactive Process Improvement : Developing and enhancing standard practices for customer communication and order processes will support departmental goals and foster a customer-centric approach.
- Continuous Improvement : Participating in improvement projects and identifying proactive communication strategies will drive innovation and enhance service quality for your customer base.
RESPONSIBILITIES
To be successful in this role you will need the following:
- 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.
- Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- 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.
Education, Licenses, Certifications:
- College, university, or equivalent degree required.
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
- 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred
QUALIFICATIONS
Additional Responsibilities:
- Effective written and oral communication skills are a must.
- Proficient with Microsoft Office, including Excel and Access.
- Salesforce Service Cloud experience is highly preferred.
- Problem resolution with the ability to handle multiple tasks simultaneously in a fast-paced call center environment.
- Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.
- Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.
- Provide back-up support of other Uptime Services Representatives.
- The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.
- A hybrid schedule option is available after the initial 120 days in the office is complete.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
Min Salary $56000
Max Salary $84000
ReqID 2405864
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.
