**DESCRIPTION** **Job Summary** The first point of contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed accurately and on time. **Key Responsibilities** + **Customer Interaction:** Manage a high volume of routine customer communications (via phone and/or email) for order entry and FAQs. Provide first-call resolution for inquiries and transfer unresolved issues to the next level of support. + **Order Management:** Process customer orders within the order management system accurately and within deadlines. Publish order acknowledgments, shipment notifications, tracking details, and invoices. + **Documentation and Reporting:** Compile and distribute export and shipping documents to enable timely processing. Maintain accurate records of all interactions in the appropriate database/system. Prepare and share standard reports with internal teams and customers. + **Collaboration:** Work with higher levels of customer support for resolving complex issues. Communicate with cross-functional teams to ensure seamless order fulfillment. + **Process Improvement:** Identify and suggest opportunities for process enhancements to improve customer satisfaction and efficiency. Support team initiatives to build a more proactive customer support organization. **RESPONSIBILITIES** **Skills and Competencies** + **Core Competencies:** + **Communicates Effectively:** Develop and deliver clear, audience-specific communications. + **Customer Focus:** Build strong relationships and deliver customer-centric solutions. + **Drives Results:** Achieve consistent results under challenging circumstances. + **Self-Development:** Seek opportunities for personal and professional growth. + **Values Differences:** Appreciate diverse perspectives and cultures. + **Role-Specific Competencies:** + **Customer Support:** Understand the importance of proactive interactions throughout the order life cycle. + **Order Life Cycle Knowledge:** Demonstrate the end-to-end order process, terminology, and functional collaboration for seamless fulfillment. + **System Proficiency:** Navigate system screens to process orders, modifications, and customer queries efficiently. + **Order Processing Expertise:** Execute steps from order receipt to exception resolution to meet customer requirements. **QUALIFICATIONS** **Qualifications** **Education, Licenses, Certifications** + High school diploma or equivalent. + Compliance with licensing for export controls or sanctions may be required. **Experience** + Minimal or no prior work experience required. **Additional Requirements for Internal Candidates** + Availability for a 24x7 rotational shift role, primarily working the 5 PM to 2 AM shift. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2409040 **Relocation Package** No