OE Services Representative

Found in: Talent US C2 - 2 weeks ago

Florence, United States Cummins Inc. Full time

Description

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented OE Services Representative to join our team specializing in Supply Chain Planning for our Components Business Segment in Florence, KY.

Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries.

Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).

Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.

Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure.

Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.

Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets.

Communicates with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.

Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization; develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes.

Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices.

Supports customer visits.

Participates in continuous improvement projects.

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This position begins onsite in Florence, KY\

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Skills

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.

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 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.

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.

Drives results - Consistently achieving results, even under tough circumstances.

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.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Education, Licenses, Certifications

College, university, or equivalent degree.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.

Effective written and oral communication skills a must.

Proficient with Microsoft Office, including Excel and Access.

Salesforce Service Cloud experience highly preferred.

Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.

Perform regular review of all Customer Experience processes, documentation, knowledge content, and creates and implements improvements.

Provide back-up support of other OE Services Representatives.

Other administrative duties as required.

The organization has the right to deem a person qualified for a position if that person has had one or more years’ experience in the position or similar position.

Hybrid schedule option available after initial 120 days in office is complete.

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This position begins onsite in Florence, KY\

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Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage, and a full complement of personal and professional benefits.

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