Customer Order Management Specialist

**DESCRIPTION**

We are looking for a talented **Customer Order Management Specialist** to join our team specializing in **Customer Service** for our **EU Aftermarket Cummins Drivetrain and Braking Systems Customer Service department** in **Grosvenor House, Redditch, United Kingdom.**

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

- Ensure Timely Order Fulfillment: By managing the entire order life cycle efficiently, you'll help ensure that customer orders are processed, modified, and fulfilled on time, enhancing customer satisfaction.
- Provide Expert Guidance: Offering consultative support and making informed recommendations to customers will help them navigate order-related queries and issues, building trust and reliability.
- Act as a Reliable Point of Contact: Being the single-point-of-contact for customers, you'll resolve order inquiries and escalations promptly, ensuring a smooth and positive customer experience.
- Demonstrate Customer Support Excellence: Continuously showing compassion, empathy, and support in all communications will strengthen customer relationships and promote a customer-centric culture.
- Collaborate with Internal Teams: Liaising with production, planning, and materials teams will ensure accurate and timely order processing, contributing to the achievement of financial targets.
- Enhance Communication Across Functions: By working with sales, warehouse, and logistics staff, you'll confirm order statuses and resolve queries, ensuring seamless operations and customer satisfaction.
- Support Departmental Goals: Contributing to the development and enhancement of standard administrative practices will help the department become more proactive and customer-focused.
- Drive Continuous Improvement: Participating in continuous improvement projects and identifying proactive communication ideas will help streamline processes and improve overall efficiency.

**RESPONSIBILITIES**

**To be successful in this role you will need the following**:

- Comprehensive Order Life Cycle Knowledge: Understand the phases of the end-to-end order life cycle, including terminology and functional collaboration, to ensure customer orders are fulfilled and customer support is interconnected for a positive experience.
- Proficiency in Order Life Cycle Systems: Demonstrate the ability to navigate system screens for processing customer orders, modifications, and queries, ensuring accurate and timely order processing and resolution.
- Effective Order Processing Skills: Manage the processing of customer EDI orders from receipt to exception identification and resolution, ensuring orders meet customer requirements. Maintain accurate process documentation and work instructions.
- Strong Cross-functional Collaboration: Work effectively with internal teams (Sales, Material Planning, Quality) and logistics providers to drive team performance and improve delivery outcomes.

**QUALIFICATIONS**

**Education/Experience**:

- Documentation and Process Management: Expertise in creating and maintaining accurate process documentation and work instructions, ensuring they are updated and aligned with company standards.
- Order Lifecycle and Customer Relationship Management: Capability to oversee the complete order lifecycle, acting as a reliable single-point-of-contact for customers, handling order processing via EDI and manually, scheduling, and shipping issues with efficiency and professionalism.
- Cross-functional Collaboration and Team Coordination: Excellent collaboration skills to work with internal teams (e.g., Sales, Material Planning, Quality) and logistics providers, driving team performance and improving delivery outcomes.
- Proficiency in Microsoft Office
- including Word, Excel and PowerPoint.
- Experience in customer order management, with a focus on customer-facing interactions.
- Excellent verbal and written communication skills in English are essential.
- EDI Proficiency and Troubleshooting Skills are desirable.

**Job** Supply Chain Planning

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Exempt - Experienced

**ReqID** 2409703

**Relocation Package** No