SCP.CUSTOMER ORDER MANAGEMENT REPRESENTATIVE - LEVEL II

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

Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, processing claims through Salesforce platform, utilize Atmus EDI portal to approve orders and actively utilise 3rd party Conexiom tool to assist with order automation; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline: Act as the single-point-of-contact to Atmus' customers, delivery partners 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 Atmus 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..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.

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.

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.

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 all customers, parts distribution centres 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 Atmus 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 claims via theSalesforce Claims System.
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 to improve order efficiencies, customer experience.

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.

We are deliberately working towards a brighter future. Our daily actions consider what is important to our people, our customers and our planet. We are focused on performance, durability and sustainability to serve the world better.