DESCRIPTION
In this role, you will make an impact in the following ways:
- 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: Demonstrating proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction.
- Order Life Cycle: Understanding the phases of the end-to-end order life cycle and how customer support and the order life cycle are interconnected.
- Order Life Cycle Systems Knowledge: Knowing the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
- Order Processing: Managing 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.
RESPONSIBILITIES
To be successful in this role you will need the following:
- Manage Customer Accounts: Oversee assigned customer accounts throughout the entire order life cycle, including new customer setup, order entry/modification, and escalations. This may also involve logistics management to ensure orders are shipped by the agreed deadline.
- Act as a Single Point of Contact: Serve as the primary contact for Cummins’ customers, parts distribution centers, manufacturing plants, and cross-functional departments to process and fulfill customer orders. Provide accurate documentation and continuous communication to customers throughout the process.
- Resolve Complex Inquiries: Take ownership of and resolve complex customer inquiries through extensive research and a detailed understanding of Cummins processes, systems, and practices. Provide timely and informative responses as per the Service Level Agreement (SLA).
- Escalate When Necessary: Request support from the next appropriate level of customer support for complex escalations/issues, providing documentation throughout the process.
- Maintain Accurate Records: Keep accurate records of all internal and external interactions in the appropriate database/system.
- Ensure Compliance: Ensure customers comply with export policies and compile required export/shipping documentation according to relevant legislation.
Education/Experience
- 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.
- 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.
Functional/Technical Skills:
- 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 Required
QUALIFICATIONS
Additional Information
- 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.
- Bachelor’s degree preferred but work experience similar to key responsibilities can be substituted.
Additional Responsibilities
- Liaise for Quality Issues: Act as a liaison between the customer and aftermarket and/or manufacturing locations for quality issues. Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
- Support Customer Visits: Assist the Supervisor in hosting customer visits at the local facility.
- Prepare Reports: Prepare and distribute standard and customized internal and customer reports.
- Understand Policies and Metrics: Have a thorough understanding of Customer Order Management policies, procedures, and metrics.
- Support Departmental Goals: Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
- Participate in Process Improvement: Participate in or lead process improvement projects.
- Understand the financial implications of Recon finished goods sales and core return transactions from our customers both OEMs and North American Accounts. The individual should be able to assess what is applicable for each account and make sound decisions based on these impacts.
- Resolve non-conforming core returns with assigned distributors as required.
- Work daily with customer contacts and our 3 rd Party personnel to identify and resolve core return discrepancies.
- Quarterly audits of distributor core returns packaging and accuracy.
- Manage EPR warranty core credit research and issuance to North American and OEM distributors.
- Serve as communication liaison between the distributors, third party logistics provider and other departments within Cummins.
Compensation (for United States)
Please note that the salary range provided is a good faith estimate on the applicable range. The
final salary offer will be determined after considering relevant factors, including a candidate’s
qualifications and experience, where appropriate.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Office
Min Salary $54240
Max Salary $81360
ReqID 2406255
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.
