Position Title: Filtration Call Center / Customer Service IV Position Summary: Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. Order life cycle includes customer set up, part information and pricing, order entry, manage due dates and backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound or a combination of both. Key responsibilities for this position will include the following:
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 customers and cross functional departments to process and fulfill customer orders; providing accurate documentation and continual communication to customer throughout the process.
Take ownership of and resolve complex inquiries through extensive research, a detailed understanding of processes, systems, and practices; provide timely and informative responses.
Escalate issue to the next appropriate level of customer support as needed.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
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.
Engage in providing value - added services and promoting customer facing tools such as online portals.
Perform tasks required to maintain integrity of data in relevant systems.
Position Requirements:
High School Diploma required. College or equivalent degree preferred.
Minimum of 2 years customer service-related experience is required.
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.
Communication (Written and Verbal): Strong customer service skills and interpersonal skills. Communicates in a clear, organized, and precise manner with functional areas to drive the required response.
Strong ability to work independently and manage ones time.
Strong ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Office Suite. It is absolutely imperative that the selected candidate be proficient with MS Excel.
Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages.
Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc.
Additional information from the manager:
Direct from the manager: A reminder that supply chain experience is optimum. Candidates with basic customer service experience, such as retail, should be avoided.
Special request from the manager: She has asked for suppliers to pre-screen candidates for at least basic Excel knowledge before you submit them to this opportunity. It is imperative that the selected hire be proficient using MS Excel.
This is a Monday - Friday role with working hours being 7:00 AM - 5:00 PM CST. Manager advised this schedule is subject to change as needed to support her team. From time to time, overtime may need to be worked.
Position Location: This is a hybrid role - selected hire needs to be in the office Tuesdays and Wednesdays each week
When this manager is ready to interview, shell be requesting 45-minute Zoom meetings.
REQUIREMENT: Selected hire will need to have a 2nd monitor to work from. Cummins will provide the laptop but will not be providing the monitor so this will be at the expense of the hire (or their representing supplier if they/you can assist).
Comments 2024-03-27 03:34 PM - Acton, Ashely: Buyer Reference has been changed from '' to "PR4112"System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
