Cummins US & Canada

Uptime Services Representative

Description

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Uptime Services Representative to join our team specializing in Supply Chain Planning for the Components Business Segment in Florence, KY.

In this role, you will make an impact in the following ways:

• Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries.

• Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).

• Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.

• Acts as the single point of contact to the customer for order inquiries and escalations; Manage escalations to closure.

• Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.

• Liaises with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput including achievement of financial targets.

• Communicates with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.

• Supports Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes.

• Identifies ideas and develops proactive communications for the assigned customer base, regarding processes, policy, and/or best practices.

• Supports customer visits.

• Participates in continuous improvement projects.

Qualifications

Skills

• 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.

• 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 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.

• 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.

• Drives result - Consistently achieving results, even under tough circumstances.

• 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.

• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

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

• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Education, Licenses, Certifications

• College, university, or equivalent degree.

• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.

• Effective written and oral communication skills are a must.

• Proficient with Microsoft Office, including Excel and Access.

• Salesforce Service Cloud experience is highly preferred.

• Problem resolution with the ability to handle multiple tasks simultaneously in a fast-paced call center environment.

• Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.

• Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.

• Provide back-up support of other Uptime Services Representatives.

• The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.

• A hybrid schedule option is available after the initial 120 days in the office is complete.

Compensation and Benefits

• Base salary rate commensurate with experience, range: $56,000 - $84,000 . Please note that the salary range provided is a good-faith estimate of the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage, and a full complement of personal and professional benefits.

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. Cummins 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.

Job SUPPLY CHAIN PLANNING

Primary Location United States-Kentucky-Florence-US, KY, Florence, Dixie Hwy Mfg

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jun 19, 2024, 3:00:00 PM

Unposting Date Jul 4, 2024, 2:59:00 PM

Organization Cummins Meritor

Role Category Hybrid - Potential for Partial Remote

Relocation Package Ineligible

Req ID: 240004SF