Analyst – CARE Operations
Cummins Inc.
ERP
Customer Experience Specialist
FreshCut Paper
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Primarily support wholesale business as key point of contact for clients, processing orders and managing account needs.
- Handle higher-level wholesale support for key accounts, requiring strong organizational skills, accuracy, and professionalism.
- Process and edit customer orders in NetSuite and Shopify with precision, including large-volume and key account transactions.
- Ensure shipments meet customer-supplied routing specifications, vendor guides, and delivery deadlines.
- Troubleshoot and resolve customer inquiries, complaints, and issues in a professional and solution-oriented manner.
- Monitor orders to identify potential delays or errors and take corrective action to maintain high customer satisfaction.
- Assist the eCommerce team during peak seasons with increased order volume, website navigation, and online ordering support.
- Respond to customer inquiries via email, chat, and phone regarding product details, order status, and fulfillment issues.
- Resolve order issues including shipping, billing, and product concerns, and contact customers to confirm details as needed.
- Provide support for Accounts Receivable, including follow-up on outstanding balances when necessary.
- Build and maintain relationships with wholesale reps, buyers, and key account customers, delivering elevated service and proactive communication.
- Coordinate with internal departments (warehouse, operations, and sales) to ensure timely and accurate order fulfillment.
- Perform other reasonably related duties as assigned to support business needs.
Requirements
- High school diploma or equivalent; college coursework or degree preferred.
- 3+ years of customer service experience in retail, eCommerce, wholesale, or hospitality.
- Strong computer proficiency, including familiarity with Google Drive and related applications.
- Excellent verbal and written communication skills.
- Proven ability to work as a self-starter in a collaborative team environment, adapting to changing priorities and tackling new challenges daily.
- Experience with NetSuite and Shopify strongly preferred; ability to learn new systems quickly.
- Prior experience supporting wholesale or key account customers, including managing vendor guides and routing requirements.
- Knowledge of ERP/CRM systems and best practices in order management.
- Background in multi-channel customer service, including wholesale and eCommerce.
- Demonstrated success in problem-solving and process improvement within a fast-paced environment.
- Strong organizational skills with the ability to prioritize, multitask, and manage deadlines.
