**DESCRIPTION** The Customer Support Representative serves 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: + **First-Call Resolution:** Manage first-call resolution for customer orders and inquiries with minimal supervision. + **Customer Communications:** 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. + **Order Processing:** Process customer orders within the order management system accurately and within the required deadline. + **Documentation:** Compile and distribute export and shipping documentation to enable timely processing of customer orders. + **Customer Notifications:** Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and/or invoices). + **Inquiry Response:** Respond to customer inquiries by referring them to published materials, secondary sources, or transferring the inquiry to the next appropriate level of customer support. + **Collaboration:** Collaborate with the next appropriate level of customer support to resolve challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process. + **Record Maintenance:** Maintain accurate records of all internal and external interactions in the appropriate database/system. + **Reporting:** Prepare and distribute standard internal and customer reports. + **Team Support:** Support order management team goals and initiatives to become a more proactive customer support organization. + **Process Improvement:** Identify and communicate areas for process improvement to the Supervisor. **RESPONSIBILITIES** **Qualifications:** + **Education:** High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. + **Licensing:** This position may require licensing for compliance with export controls or sanctions regulations. **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 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 proactive customer support interactions 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** **Experience:** + Minimal or no work experience required. + Shift Timing : 5:00 pm to 2:00 am **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2409927 **Relocation Package** No