Customer support analyst

For an American company in Rumst we are looking for a Customer support analyst. 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 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. • 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.

Customer service representative (2 years)