Easter Seals Jobs

DESCRIPTION

The Customer Support Representative serves as the first point-of-contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed on time.

Key Responsibilities:

• First-Call Resolution: Manage first-call resolution for customer orders and inquiries with minimal supervision.

• Customer Communications: Handle a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs), and resolve common inquiries.

• Order Processing: Process customer orders within the order management system accurately and within the required deadline.

• Documentation: Compile and distribute export and shipping documentation to enable timely processing of customer orders.

• Customer Notifications: Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and/or invoices).

• Inquiry Response: Respond to customer inquiries by referring them to published materials, secondary sources, or transferring the inquiry to the next appropriate level of customer support.

• Collaboration: Collaborate with the next appropriate level of customer support to resolve challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process.

• Record Maintenance: Maintain accurate records of all internal and external interactions in the appropriate database/system.

• Reporting: Prepare and distribute standard internal and customer reports.

• Team Support: Support order management team goals and initiatives to become a more proactive customer support organization.

• Process Improvement: Identify and communicate areas for process improvement to the Supervisor.

RESPONSIBILITIES

Qualifications:

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

• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

• 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.

• Drives Results: Consistently achieving results, even under tough circumstances.

• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.

• Customer Support: Demonstrates proactive customer support interactions required at each phase of the order life cycle to ensure customer satisfaction.

• 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.

• Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.

• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.

• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Experience:

• Minimal or no work experience required.

• Shift Timing : 5:00 pm to 2:00 am

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2409927

Relocation Package No