Customer Order Management Representative

Key Responsibilities:

• To work with the OMCS team to load customer's orders globally for all  customers, respond to customer's queries, work cross functionally to fulfil the role.
• Timely and efficient processing of customer orders.
• Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput
• Support OMCS departmental goals and initiatives to become a more proactive customer support organization: develop, document and enhance standard sales administrative practices as they pertain to customer communication, manufacturing communication and order throughput processes.
• Communicate with staff from other areas in the organization such as production, warehouse, or logistics to confirm the status of orders and resolve customer complaints
• Performs order management tasks for a specific set of customers/accounts; responsible for the entire order lifecycle (order entry, order modification, logistics documentation).
• Acts as the single point of contact for the customer regarding information requests and order escalations
• Consistently demonstrates excellence in customer support (compassion, empathy, assistance) in all communications and interactions.
• Provides order confirmations to the customer base according to agreed timelines and process control.

Competencies:

• 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.
• 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 

Education, Licenses, Certifications:

• A college or university degree, or an equivalent diploma/certification, is required
• Must possess strong proficiency in the English language, with the ability to communicate effectively in both written and verbal forms.
• Basic knowledge of Microsoft Excel 

Experience:

• A minimum of two years of proven experience in customer support is required.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.