All Jobs/Careers

Job Information

Cummins Inc. Customer Order Management Representative客户订单管理代表 in Wuhan, China

Customer Order Management Representative客户订单管理代表

Description

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

  • 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.

  • 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.

Qualifications

  • Skills

  • 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.

  • 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.

  • 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 or in the supply chain field.

Job SUPPLY CHAIN PLANNING

Primary Location China-Hubei-Wuhan-China, Wuhan, Bright Life Centre

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Nov 24, 2021, 9:03:26 PM

Unposting Date Ongoing

Req ID: 210007XH

DirectEmployers