(IND-Pune) Customer Order Management Representative - Level I
Pune, Maharashtra 1+ months ago
Job Description
**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
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