Customer Order Management Representative
Kelly, Nashville, TN, United States
Customer Order Management Representative
Position Type: Hybrid (3 days in-office: Monday, Tuesday, and 1 additional day of choice; 2 days remote) Work Hours: 7:00 AM
4:00 PM or 8:00 AM
5:00 PM Pay: $24/hr
Position Summary: We are seeking a proactive and detail-oriented Customer Order Management Representative to join our team. This hybrid role is essential to supporting customer accounts and ensuring the seamless processing of orders from entry through delivery. The ideal candidate thrives in a fast-paced, customer-focused environment, is experienced in managing order cycles, and has strong communication and supply chain skills with proficiency in Excel.
Key Responsibilities:
Serve as the single point of contact for assigned customer accounts, managing the entire order life cycle from new customer setup, order entry/modification, and logistics management to handling escalations.
Own the relationship with customers, providing continual communication, accurate documentation, and order status updates.
Process and fulfill customer orders, ensuring shipping deadlines are met, and proactively resolving issues as needed.
Collaborate with Cummins' customers, parts distribution centers, manufacturing plants, and cross-functional departments.
Research and resolve complex customer inquiries by leveraging knowledge of internal processes and systems; provide timely responses according to Service Level Agreements.
Escalate complex issues to appropriate support levels, maintaining documentation throughout the resolution process.
Maintain accurate records of all internal and external interactions in the designated database or system.
Ensure compliance with export policies and preparation of all required shipping/export documentation.
Act as liaison between the customer and relevant teams for quality issues; submit claims through the Quality Management System as appropriate.
Support the Supervisor in hosting customer visits at the local facility.
Prepare and distribute both standard and customized reports for internal stakeholders and customers.
Understand and adhere to Customer Order Management policies, procedures, and performance metrics.
Support departmental goals and initiatives to enhance proactive customer support.
Participate in or lead process improvement projects.
Qualifications:
Minimum 1 year experience in customer order management, customer service, or related supply chain environment.
Familiarity with SOX compliance and hands-on experience with processing credits and debits.
Experience working with supply chain and order fulfillment processes.
Intermediate proficiency with Microsoft Excel.
Strong communication and interpersonal skills.
High attention to detail and ability to multitask.
Demonstrated problem-solving and process improvement skills.
Experience with Quality Management Systems is a plus.
Position Type: Hybrid (3 days in-office: Monday, Tuesday, and 1 additional day of choice; 2 days remote) Work Hours: 7:00 AM
4:00 PM or 8:00 AM
5:00 PM Pay: $24/hr
Position Summary: We are seeking a proactive and detail-oriented Customer Order Management Representative to join our team. This hybrid role is essential to supporting customer accounts and ensuring the seamless processing of orders from entry through delivery. The ideal candidate thrives in a fast-paced, customer-focused environment, is experienced in managing order cycles, and has strong communication and supply chain skills with proficiency in Excel.
Key Responsibilities:
Serve as the single point of contact for assigned customer accounts, managing the entire order life cycle from new customer setup, order entry/modification, and logistics management to handling escalations.
Own the relationship with customers, providing continual communication, accurate documentation, and order status updates.
Process and fulfill customer orders, ensuring shipping deadlines are met, and proactively resolving issues as needed.
Collaborate with Cummins' customers, parts distribution centers, manufacturing plants, and cross-functional departments.
Research and resolve complex customer inquiries by leveraging knowledge of internal processes and systems; provide timely responses according to Service Level Agreements.
Escalate complex issues to appropriate support levels, maintaining documentation throughout the resolution process.
Maintain accurate records of all internal and external interactions in the designated database or system.
Ensure compliance with export policies and preparation of all required shipping/export documentation.
Act as liaison between the customer and relevant teams for quality issues; submit claims through the Quality Management System as appropriate.
Support the Supervisor in hosting customer visits at the local facility.
Prepare and distribute both standard and customized reports for internal stakeholders and customers.
Understand and adhere to Customer Order Management policies, procedures, and performance metrics.
Support departmental goals and initiatives to enhance proactive customer support.
Participate in or lead process improvement projects.
Qualifications:
Minimum 1 year experience in customer order management, customer service, or related supply chain environment.
Familiarity with SOX compliance and hands-on experience with processing credits and debits.
Experience working with supply chain and order fulfillment processes.
Intermediate proficiency with Microsoft Excel.
Strong communication and interpersonal skills.
High attention to detail and ability to multitask.
Demonstrated problem-solving and process improvement skills.
Experience with Quality Management Systems is a plus.