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Customer Order Management Representative - Level I
Cummins
posted 17hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Manage first-call resolution for customer orders and inquiries with minimal supervision.
- Handle a high volume of incoming routine customer communications (via phone and email) for order entry, FAQs, and common inquiries.
- Process customer orders accurately within required deadlines using the order management system.
- Compile and distribute export and shipping documentation to facilitate timely order processing.
- Publish confirmations and notifications to customers, including order acknowledgments, shipment notifications, tracking details, and invoices.
- Refer customers to published materials or secondary sources, or escalate inquiries to the appropriate level of customer support.
- Collaborate with higher-level support to resolve challenging inquiries and complaints, maintaining ongoing communication with customers.
- Maintain accurate records of internal and external interactions in the relevant database/system.
- Prepare and distribute standard internal and customer reports.
- Support team goals and initiatives to enhance proactive customer support.
- Identify and communicate areas for process improvement to the Supervisor.
Experience:
- Minimal or no prior work experience required.
Additional Qualifications for Internal Candidates:
- Availability to work rotational shifts, primarily from 5 PM to 2 AM for North American operations.
Competencies:
- Communicates Effectively: Delivers clear, multi-mode communications tailored to different audiences.
- Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
- Drives Results: Achieves consistent outcomes, even under tough circumstances.
- Self-Development: Actively seeks growth opportunities through formal and informal development channels.
- Customer Support: Understands proactive customer support interactions at each phase of the order lifecycle to ensure customer satisfaction.
- Order Life Cycle Knowledge: Demonstrates understanding of end-to-end order processes, terminology, and collaboration needed to fulfill customer orders.
- Order Processing: Manages order processing steps, including receipt, exception handling, and resolution to meet customer requirements.
- Values Differences: Recognizes and appreciates the value of different perspectives and cultures within the organization.
Education, Licenses, and Certifications:
- High school diploma or equivalent secondary education certification.
- Compliance with export controls or sanctions regulations may require licensing.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Cummins Benefits
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