Call Center / Customer Service IV

at Cummins, Inc

location Nashville, Tennessee

Updated on Sep 13, 2018

Contract Position
3 month(s)

  • Referral Bonus

    $500

    approx.
  • Signing Bonus

    $500

    approx.

Pay Rate $19.43 per hour

Experience 1-3 Years

Eligibility Green Card, US citizen

Industry

Manufacturing

Travel

Not Specified

Job ID

RUSDC637238

Working Remotely Allowed

No

JOB DESCRIPTION

Position Title: Customer Care Order Management Representative (NAD) Working Hours: Training will be provided on first shift (8:00 AM ? 5:00 PM) for several weeks. After the training period is completed it will be expected that the worker will move to 8:30AM - 5:30PM shift. Position Overview: Ensures that customers receive the best service possible through processing orders, preparing general correspondence, and coordinating with other functions as required. Acts as customer single-point-of-contact regarding order issues, scheduling, and shipping. Key Responsibilities: Responsible for portfolio of globally based customers by managing end-to-end order management and logistics process flow to ensure timely delivery of Cummins products. Responsible for standard (medium) complexity customer accounts which may require adaptation of response or extensive research according to customer needs. Make independent decisions in best interest of customer & CMI: - Initiate calls/meetings with critical stakeholders on behalf of customers; provide direction to customer based on outcomes; -Forecasting/semi-forecasting: Assist customer to forecast part demand through the supply chain; -Decide on behalf of the customer what shipments can be released early/on agreed date and re-allocate parts to fulfil orders; - Identify fluctuations in order patterns (peaks and troughs) and notify account manager/plant Build professional relationship with customers to ensure they receive the best service possible through processing orders, customer communication, and coordinating with global functions. Plan and maintain daily communication across international and/or domestic customers and internal functions such as materials, distribution centers and global sales teams to review and adapt to customer demand; ensure accurate and timely order throughput to prevent/minimize aging orders. Ensure prompt and accurate resolution for order queries, order modification, parts availability/sourcing, plus research to resolve credits/debits and quality issues. Request support from Supervisor for complex escalations/issues providing documentation through process. Maintain accurate records of interactions with customers and functional areas using Cummins systems.

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