Customer Service Representative

Job Summary: Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Requirements:

• 2-3 years of experience in Customer Service, Order Management


• Bachelor's Degree in Business Administration, IT, Supply Chain


• Good Communication and Admin Skills


• MS. Office, especially Excel

Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer setup,
  Quotation, 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 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 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.

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.