DESCRIPTION

Key Responsibilities

• Manage assigned customer accounts for the entire order life cycle, including new customer setup, order entry/modification, and escalations.
• Act as the single point of contact for Cummins’ customers, parts distribution centers, manufacturing plants, and cross-functional departments to process and fulfill customer orders.
• Provide accurate documentation and continual communication to customers throughout the order process.
• Resolve complex customer inquiries through extensive research and a detailed understanding of Cummins processes, systems, and practices.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export policies and compile required export/shipping documentation in accordance with relevant legislation.
• Act as a liaison between the customer and aftermarket and/or manufacturing locations for quality issues, submitting Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Support the Supervisor with hosting customer visits at the local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand and support Customer Order Management policies, procedures, and metrics.
• Serve as a Quality Management Systems Champion (e.g., Internal Auditor Certification) and/or Subject Matter Expert.

RESPONSIBILITIES

Qualifications

• Degree in a related field preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

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.

QUALIFICATIONS

Skills and Experience:

Skills:

• Supply Chain Knowledge : Understanding of supply chain processes and principles.
• Customer Query Resolution : Experience in handling and resolving customer queries effectively.
• English Communication : Proficiency in both spoken and written English, with strong email writing skills.
• Shift Flexibility : Willingness to work in rotational shifts, primarily night shifts.
• Team Focus : Passionate about customer support and team collaboration.
• Time Management : Effective and efficient use of individual and organizational time to achieve key business objectives.
• Attention to Detail : Accurate data entry skills with a fast typing speed and extreme attention to detail.
• Computer Literacy : Intermediate to advanced computer skills, including proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Order Life Cycle Knowledge : Understanding of the end-to-end order life cycle, terminology, and functional collaboration.
• Order Processing : Ability to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

Experience:

• 2+ years of relevant experience in customer order management, account management, or supply chain.

Additional Information:

• This role is for North America Customer Support in a rotational shift, mostly night shifts.
• Strong communication skills, both written and verbal, are essential as this role involves continuous communication with customers.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2403609

Relocation Package No