Customer Order Management Representative - Level II

DESCRIPTION

We are looking for a talented Customer Order Management Representative - Level II to join our team specializing in Supply Chain Management for our Cummins Inc. facility in Oshkosh, WI.

In this role, you will make an impact in the following ways:

• Streamlined Order Processing : By managing the entire order life cycle, you'll ensure that orders are processed efficiently and on time, enhancing customer satisfaction.
• Effective Communication : Acting as the single-point-of-contact, you'll provide clear and continuous communication to customers, parts distribution centers, and manufacturing plants, ensuring everyone is informed and aligned.
• Problem Resolution : You'll take ownership of complex customer inquiries, using your deep understanding of Cummins processes and systems to provide timely and accurate solutions.
• Accurate Documentation : Maintaining precise records of all interactions will help in tracking progress and ensuring accountability, which is crucial for continuous improvement.
• Compliance and Documentation : Ensuring customers comply with export policies and compiling necessary documentation will help in adhering to relevant legislation and avoiding legal issues.
• Quality Assurance : Acting as a liaison for quality issues and submitting non-conformance claims will contribute to maintaining high standards and continuous quality improvement.
• Customer Engagement : Supporting your supervisor in hosting customer visits will help build stronger relationships and provide customers with a better understanding of your operations.
• Process Improvement : Participating in and leading process improvement projects will drive efficiency and innovation within the Customer Order Management department, contributing to a more proactive support organization.

RESPONSIBILITIES

To be successful in this role you will need the following:

• Effective Communication : Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences. This ensures that all stakeholders, including customers, parts distribution centers, and manufacturing plants, are well-informed and aligned throughout the order life cycle.
• Proactive Customer Support : Demonstrate proactive customer support interactions at each phase of the order life cycle. This involves anticipating customer needs, addressing issues promptly, and ensuring that customer support and the order life cycle are interconnected to provide a seamless and positive customer experience.
• Understanding the Order Life Cycle : Have a thorough understanding of the end-to-end order life cycle, including its phases, terminology, and the necessary functional collaboration. This knowledge is crucial for ensuring that customer orders are fulfilled accurately and efficiently.
• Order Life Cycle Systems Knowledge : Be proficient in using order life cycle systems. This includes knowing the steps within each system screen to process customer orders, make order modifications, and respond to customer queries. Accurate and timely order processing and query resolution are essential for maintaining customer satisfaction.
• Order Processing Skills : Demonstrate the ability to manage the processing of customer orders from receipt to fulfillment. This includes identifying and resolving exceptions to ensure that orders meet customer requirements and are delivered on time.
• Problem-Solving Abilities : Take ownership of complex customer inquiries and resolve them through extensive research and a detailed understanding of Cummins processes, systems, and practices. Providing timely and informative responses is key to maintaining customer trust and satisfaction.
• Compliance and Documentation : Ensure that customers comply with export policies and compile the necessary export/shipping documentation in accordance with relevant legislation. This helps in avoiding legal issues and ensuring smooth order fulfillment.
• Quality Management : Act as a liaison for quality issues between the customer and the manufacturing location. Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System to maintain high standards and continuous improvement.

Education/Experience:

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.

QUALIFICATIONS

Additional Information:

• Entering and maintaining customer orders and forecasts.
• Participating in regular customer calls, providing required information.
• Experience in customer order management, with a focus on customer-facing interactions
• EDI Proficiency and Troubleshooting Skills are desirable.
• JD Edwards experience preferred but not required.

Compensation:

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2408047

Relocation Package No

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.