Customer Order Management Representative - 6 Months Contract Role

• Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, 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.
• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation. Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Knowledge of Quality Management Systems.
• Support Supervisor with hosting customer visits at local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures, and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.

• 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.
• 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.
• 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.
• 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.

Transguard Group