Job Title: Customer Order Management Representative – Level II Location: North Shoreview, MN Job Type: W2 Contract Expected hours per week: 40 hours per week Schedule: Hybrid (M-F) Pay Range: $30 – 33 per hour Job Description:
Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
Key Responsibilities:
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 policies 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.
Qualifications and Competencies:
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.
Top 3 Skills you are looking for: 1. Order processing and order life cycle for manufactured products
2. Detail oriented
3. Manage and prioritize multiple tasks #L1-NG1 #INDOEM
Numbers & Facts
Location
Shoreview, MN
Salary
$30–$33 Per Hour
Skills
Communication Skillsunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Service Managementunmatched
Customer Support/Serviceunmatched
Distribution Servicesunmatched
Documentationunmatched
Establish Prioritiesunmatched
Logistics Managementunmatched
Manufacturingunmatched
Metricsunmatched
Multitaskingunmatched
Order Managementunmatched
Order Processingunmatched
Process Improvementunmatched
Product Lifecycleunmatched
Quality Managementunmatched
Resolve Customer Issuesunmatched
Sales Managementunmatched
Service Level Agreement (SLA)unmatched
Shipping Documentsunmatched
Supply Chain Managementunmatched
Team Playerunmatched
Time Managementunmatched
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