Customer Order Management Representative

DESCRIPTION

We are looking for a talented Customer Order Management Representative to join our team specializing in Supply Chain Planning for Cummins in Rumst, Belgium.

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

• Serve as the primary point of contact for assigned customer accounts, managing the entire order lifecycle from order entry to fulfillment to ensure timely processing.
• Oversee the entire order cycle, including new customer setup, order modifications, and escalations, ensuring shipments meet agreed-upon deadlines and customer expectations.
• Collaborate with cross-functional teams, parts distribution centers, and manufacturing plants to coordinate and execute order fulfillment while maintaining ongoing communication with customers.
• Provide thorough responses to complex customer inquiries by conducting extensive research and leveraging knowledge of company processes and systems, ensuring resolutions are delivered within Service Level Agreement (SLA) guidelines.
• Maintain accurate records of customer interactions and internal communications in company databases, ensuring detailed and up-to-date information is documented.
• Ensure compliance with export policies and gather required shipping/export documentation in line with applicable legislation.
• Act as a liaison between customers and manufacturing locations for quality-related issues, submitting claims through the Quality Management System as needed.
• Contribute to department goals and process improvement initiatives.

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• Proven experience in customer service and supply chain management, with strong knowledge of CRM systems and data analytics.
• Excellent teamwork, critical thinking, and problem-solving abilities, with a strong sense of accountability and a willingness to learn.
• Ability to work independently, manage time effectively, and navigate ambiguity to take ownership of issues and drive resolutions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), with comfort handling large datasets and creating detailed spreadsheets.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• 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.