**DESCRIPTION** Serve as the first point-of-contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed on time. Key Responsibilities: **Customer Order Management:** + Manage first-call resolution for customer orders and inquiries with minimal supervision. + Handle a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs), and resolve common inquiries. + Process customer orders within the order management system accurately and within the required deadline. + Compile and distribute export and shipping documentation to enable timely processing of customer orders. + Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and invoices). + Respond to customer inquiries by referring them to published materials, secondary sources, or transferring the inquiry to the next appropriate level of customer support. + Collaborate with the next appropriate level of customer support to resolve challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process. + Maintain accurate records of all internal and external interactions in the appropriate database/system. + Prepare and distribute standard internal and customer reports. + Support order management team goals and initiatives to become a more proactive customer support organization. + Identify and communicate areas for process improvement to the Supervisor. **Proactive Order Management:** + Proactively manage customers' orders by working closely with global planners, global customers, Sourcing Team, Finance, and Invoicing Team. + Provide visibility on customers’ order status and shipment closure with reports on a weekly and monthly basis. + Take the lead on issue resolution in day-to-day work activities. + Interface and work proactively with other functions – internal and external global customers, Marketing, Material, Sourcing, Excise Team, Finance, IT Team, Invoicing, Transportation, and Accounts Receivable to help meet common business objectives. **RESPONSIBILITIES** **Experience:** + Minimal or no work experience required. + Preferred experience in order management and customer service functions. + Preferredworking knowledge of export activities and freight forwarding. **Skills:** + Good knowledge of Oracle and order management systems. + Proficiency in MS Office and Excel for daily tasks. + Basic knowledge of Power BI and dashboards. + Ability to learn new things and accept newresponsibilities based on new business initiatives. **Competencies:** + **Communicates Effectively:** Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. + **Customer Focus:** Building strong customerrelationships 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. + **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. + **Order Life Cycle Systems Knowledge:** Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries. + **Order Processing:** Demonstrates the steps necessary 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. **QUALIFICATIONS** **Qualifications:** **Education:** + High school diplomaor certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Shop **ReqID** 2407683 **Relocation Package** No