- Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries.
- Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
- Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
- Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure.
- Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.
- Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets.
- Communicates with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
- Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization; develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes.
- Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices.
- Supports customer visits.
- Participates in continuous improvement projects.
- This position begins onsite in Florence, KY\
- ***
- 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.
- 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 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.
- 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.
- Drives results - Consistently achieving results, even under tough circumstances.
- 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.
- Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- College, university, or equivalent degree.
- This position may require licensing for compliance with export controls or sanctions regulations.
- 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
- Effective written and oral communication skills a must.
- Proficient with Microsoft Office, including Excel and Access.
- Salesforce Service Cloud experience highly preferred.
- Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.
- Perform regular review of all Customer Experience processes, documentation, knowledge content, and creates and implements improvements.
- Provide back-up support of other OE Services Representatives.
- Other administrative duties as required.
- The organization has the right to deem a person qualified for a position if that person has had one or more years' experience in the position or similar position.
- Hybrid schedule option available after initial 120 days in office is complete.
- This position begins onsite in Florence, KY\
- ***
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OE Services Representative - Florence, United States - Cummins Inc.
Description
Description
We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That's what #LifeAtCummins is all about.
We are looking for a talented OE Services Representative to join our team specializing in Supply Chain Planning for our Components Business Segment in Florence, KY.
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Skills
Education, Licenses, Certifications
Experience
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Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage, and a full complement of personal and professional benefits.
