Shire Jobs

DESCRIPTION

Understand contact center policies, procedures and metrics.

Support center quality improvements and response targets through a detailed understanding of Customer Order Management systems and processes.

Document customer interactions information within Cummins.

Build a professional relationship with customers to increase loyalty in the Cummins products. Act as customer liaison to Cummins central distribution centers and cross functional departments.

Act as single point of contact for specific customer accounts.

Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax).

Resolve complex customer inquiries through a detailed understanding of Cummins processes, systems, and practices.

Own Siebel Requests submitted by customer and provide timely and informative responses and follow ups per the Service Level Agreement

Utilize Siebel to receive customer inquiries and maintain record of communications and internal or external escalations to resolve the customer inquiry

Distribution/Service Network Knowledge – Knowledge of the Distribution Business Unit’s role in the distribution and support of Cummins products. Effectively communicates and works with Distributor personnel to complete performance plan objectives which require interaction with the global distribution network.

Own complex issues and collaborate with Analysts to seek resolution, providing documentation and continual communication to customer throughout process.

Participate in continuous improvement projects, and identify and report areas for improvement

Submit emergency price requests for appropriate customer channel – both Distributor and Inner-Company Regional Distribution Center

Act as liaison between the customer and the MDC and RDCs for quality issues, submit Material Non-Conformance or Process Non-Conformance claims as needed via CQMS

Direct customers through export compliance policy for export controlled parts, provide country of origin and harmonized tariff information as needed, or gather end user information for the purpose of releasing an export controlled part

Coordinate with Product Management, Purchasing, Materials, Technical Support, Marketing and Sales functions, and other Cummins departments such as Logistics, Transportation and Finance to provide Customer Order Management support or resolve customer complaints. Have a basic understanding of each department’s processes.

Manage expedite requests for Made-to-order parts

Key Responsibilities:

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.

Coordinates engine order and delivery flows for assigned accounts. Works directly with customers to understand needs and keep the customer informed during the manufacturing and delivery process.

Key Responsibilities Interacts with the customers to answer questions, solve problems, and act as the primary contact for the customer throughout the manufacturing and delivery process.

Schedules, facilitates, and oversees daily status and shipment of engines to customer sites; liaises with production plant and customer; understands the capabilities and capacity of the plant and the needs of the customer to act as an advocate for both the customer and Cummins.

Actively participates in materials meetings to understand status of delivery; communicates any possible delays in delivery; works with other functions to resolve any issues that could impact customer orders; maintains logs, databases, and other tools to document customer interactions.

Works with others to develop customer forecast projections.

Coordinates related financial activities such as payment form completion, tracking charges and charge backs; interfaces with financial systems; manages the purchase order placements for the team; analyzes, compares, and reports related financial data.

Interfaces and communicates with internal customers; directs people to the appropriate resource; researches solutions and responds to email and phone inquiries.

Participates in the development and maintenance of improvement processes; actively participates in self- and team audits and resulting process improvements.

Participates productively as a team member.

Understands the structure of the organization and develops a strong network across departments; draws on network to answer questions, solve problems, and successfully execute responsibilities.

Demonstrates confidentiality in execution of all responsibilities.

Performs other duties as required, to get the job done.

Travel as required by work.

RESPONSIBILITIES

Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

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 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 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

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.

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

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

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.

Four year experience/education requirement accomplished through one of the following: Bachelors degree, associates degree and at least two years of relevant experience, or at least four years of relevant experience required.

QUALIFICATIONS

Core responsibilities include but are not limited to the following:

• Receive and compile new engine orders.

• Schedule engine builds assigning build dates and scheduled ship dates.

• Coordinate and schedule shipments with various freight forwarders and carriers for both domestic and international engine shipments.

• Prepare Summary Bill of Material folders for production.

• Communicate with customers regarding engine order status via weekly order boards or ad hoc reporting.

Some college is preferred but not required. Experience working in various computer systems is preferred (Microsoft products as well as Oracle based systems).

This role is an onsite position at the Seymour Engine Plant

7AM - 3:30PM - not hybrid (expected at the plant everyday M-F)

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

Min Salary $

Max Salary $

ReqID 2406545

Relocation Package No

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.