Customer Order Management Representative - Level IV

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 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.
Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation.
Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance.
Supports Supervisor with hosting customer visits at local facility.
Develop, prepare and distribute standard and customized internal and customer reports.
Coaches team members on Customer Order Management policies, procedures and metrics.
Leads a Customer Order Management departmental goal or initiatives to support a more proactive customer support organization.

Skills Required:-

Should be flexible to work on Rotational Shifts with Saturday and Sunday Week off

Patience and the ability to handle difficult customers professionally and should have fluency in English Communication

Prior Experience working with US customers on calls

Added Advantage:

Should have good experience in Escalation resolution

Familiarity with call center software and CRM systems

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.

Education, Licenses, Certifications:
Degree in related field preferred.
3 plus years of relevant customer order management, account management or in the supply chain field.

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