Customer Service Representative

1 month ago

Singapur, Singapore Cummins Inc. Full time

Description

Customer Service Representative

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Customer Service Representative to join our team in Tuas South, Singapore . This will be Onsite role for initial 6 months and based on assessment, it will convert to Hybrid.

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

The Customer Order Management Representative Level III under minimal supervision and in accordance with Cummins Delegation of Authority Policy uses analytical and quantitative methods to understand, predict, and enhance supply chain processes. Collaborative cross-functional intelligence to validate and execute the demand plan and shorten the order to cash cycle. Aligns the supply plan with the demand plan and drives stability in the supply chain.

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.

Ensures customers comply with export polices and ensures required export/shipping documentation is compiled to the relevant legislation.

Acts as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance.

Conformance claims via the Quality Management System.

Knowledge of Quality Management Systems.

Supports Supervisor with hosting customer visits at local facility.

Prepare and distribute standard and customized internal and customer reports.

Understands Customer Order Management policies, procedures and metrics.

Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.

Serves as Quality Management Systems Champion (e.g. Internal Auditor Certification) and/or Subject Matter Expert.

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