Customer Order Management Representative - Level II

About the role

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Responsibilities

• Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, 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
• 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
• Knowledge of Quality Management Systems
• Support Supervisor with hosting customer visits at 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
• Participate in/lead process improvement projects

Qualifications

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations
• College or equivalent degree preferred
• This position may require licensing for compliance with export controls or sanctions regulations
• Requires 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

Competencies

• 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

Top 3 Skills

• Order processing and order life cycle for manufactured products
• Detail oriented
• Manage and prioritize multiple tasks