Costumer 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.

Key Responsibilities
- Responsible for assigned customer accounts and backup 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 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.
- 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.

Competencies:

- 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.

Additions to Experience/Qualifications:

- Communication (Written and Verbal): Communicates in a clear, organized and precise manner with functional areas to drive the required response; communicates responses to the customer relevant to their original request, while providing alternative solutions.
- Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages.
- Systems knowledge and technical skills: Minimum of intermediate skill level with computer related programs such as Microsoft Office (e.g. Word, Excel, Power Point, and Outlook) and Internet.
- A very challenging position within an international company
- A 6-month contract on an interim basis
- Great colleagues who are happy to help you
- Courses to keep improving within the function
- Fast start possible