CUSTOMER SUPPORT ANALYST

!*!Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. 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.!*! Skills Drives results - 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. 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. 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. This role is responsible for assisting Customer accounts in the Aftermarket sector supporting customer relationships through the following: Submitting and reviewing accuracy of customer orders Answering inquiries related to product availability. Achieving contact center metrics to support proper handling of customer and business expectations. Be proficient with Excel, Power point, One Note and Teams Ability to establish meetings and clients with Microsoft Outlook (scheduling, calendar invites, etc.) Additional responsibilities include correct processing of credits, debits, returns and customer satisfaction expectations by identifying customer concerns and providing solutions. Also serves as a point of contact for customer needs, communicating with other departments, establishing, and maintaining strong inter-departmental relationships and operating according to The Sarbanes-Oxley Act (SOX) federal laws. #J-18808-Ljbffr