Customer Order Management Representative - Level I - SHOP

Key Responsibilities:

With minimal supervision, manage first-call resolution for customer orders and enquiries: Ability to manage a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs) and resolve common enquiries. Process customer orders within the order management system, accurately and within the required deadline. Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner. Publish confirmations and notifications to customers (for example: order acknowledgements, shipment notifications, shipment tracking details and/or invoices). Respond to customer enquiries by referring them to published materials, secondary sources, or transfer the enquiry to the next appropriate level of customer support. Collaborate with the next appropriate level of customer support to seek resolution to challenging enquiries/complaints, providing documentation and continual communication to customer throughout the process. Maintain accurate records of all internal and external interactions in the appropriate database/system. Prepare and distribute standard internal and customer reports. Support order management team goals and initiatives to become a more proactive customer support organization. Identify and communicate areas for process improvement to Supervisor.

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.
Responsibilities:

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. 
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. 
This position may require licensing for compliance with export controls or sanctions regulations. 
Experience: 
Minimal or no work experience required.

Qualifications:

Skills Required:

• Minimum 2 years of experience in Order Management or Supply Chain Management
• Strong proficiency in Microsoft Excel
• Good understanding of system processes and workflows
• Strong English communication skills (both written and verbal)
• Ability to handle customer calls and communications effectively
• Capability to collaborate with internal and external stakeholders
• Good analytical and problem-solving skills
• Strong attention to detail and accuracy