Job Description

DESCRIPTION

Key Responsibilities:

Manage assigned customer accounts throughout the entire order lifecycle--from customer setup, order entry/modification, to escalations and logistics coordination. Serve as the single point of contact for customers, distribution centers, manufacturing plants, and internal departments to ensure timely and accurate order fulfillment. Provide proactive communication and documentation to customers at each stage of the order process Take ownership of complex customer inquiries, conducting in-depth research and utilizing Cummins systems and processes to resolve issues within defined SLAs. Escalate complex issues to higher-level support with complete documentation and follow-up. Maintain accurate records of all customer interactions and order activities in relevant systems. Ensure compliance with export regulations and compile necessary shipping/export documentation in accordance with legal requirements. Act as a liaison between customers and manufacturing or aftermarket teams for quality-related concerns, submitting non-conformance claims via the Quality Management System. Assist in hosting customer visits at local facilities and provide necessary support. Generate and distribute standard and customized reports for internal and external stakeholders. Maintain knowledge of Customer Order Management policies, procedures, and performance metrics. Contribute to departmental initiatives aimed at enhancing customer service delivery. Participate in or lead continuous process improvement initiatives.

RESPONSIBILITIES

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:

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.

Experience:

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.

QUALIFICATIONS

Skills Required:-

Good understanding of the Order Management process, including order entry, tracking, and fulfillment Working knowledge of the Order-to-Cash (O2C) process, including billing, collections, and cash application

Job

Supply Chain Planning

Organization

Cummins Inc.

Role Category

Hybrid

Job Type

Office

ReqID

2416306

Relocation Package

Yes