Customer Order Management Representative - Level III

Job Summary:

The Customer Order Management Representative Level III under minimal supervision and in accordance with Cummins Delegation of Authority Policy uses analytical and quantitative methods to understand, predict, and enhance supply chain processes. Collaborative cross-functional intelligence to validate and execute the demand plan and shorten the order to cash cycle. Aligns the supply plan with the demand plan and drives stability in the supply chain.

Key Responsibilities:

Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, 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. Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation. Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance. Conformance claims via the Quality Management System. Knowledge of Quality Management Systems. Supports Supervisor with hosting customer visits at local facility. Prepare and distribute standard and customized internal and customer reports. Understands Customer Order Management policies, procedures and metrics. Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Serves as Quality Management Systems Champion (e.g. Internal Auditor Certification) and/or Subject Matter Expert. ResponsibilitiesCompetencies:
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:
Degree in related field preferred.
2 plus years of relevant customer order management, account management or in the supply chain field
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Team focused and passionate about customer support

Time management: Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives

Attention to detail: Accurate data entry skills Fast typing speed with accuracy, extreme attention to detail

Computer literacy: Intermediate to advanced standard of computer skills with the ability to use office applications (Microsoft Office, Word, Excel, PowerPoint and Outlook)

Ability to navigate a computerized data entry system or other relevant applications and the ability to gain knowledge in using order processing and analytics systems Qualifications

1. 订单全周期管控：具备5年及以上中大型重点客户端到端全订单生命周期统筹管理经验，独立负责复杂客户订单全链路落地。
2. 跨部门协同处置：擅长联动公司各职能部门协同作业，高效处理各类订单疑难异常；针对客户关切的交期、定价、供货、订单进度等诉求快速闭环。
3. 客诉与例外管控：熟练处理订单变更、异常履约等突发事项，精准响应客户在产品交付、单价、供货时效、订单履约状态等各类咨询与问题，保障问题高效妥善解决。
4. 流程优化能力：拥有供应链实操优化落地经验，可立足订单业务痛点梳理、优化现有供应链及订单管理流程。

About UsCummins 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.