Customer Service Representative - OES

Customer Service Representative

We are looking for a talented Customer Service Representative to join our team specializing in Customer Service for our EU Aftermarket Department (Meritor) in Redditch, Worcestershire, United Kingdom.

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

1. Deliver seamless end-to-end order execution: Owning the full lifecycle (entry to invoicing), reducing cycle times and ensuring orders flow through without delays or errors.
2. Be the trusted single point of contact for customers: Resolving scheduling, shipping, and processing queries quickly, which boosts satisfaction and retention.
3. Proactively guide customers with consultative support on lead times, availability, minor technical questions, and policies—setting realistic expectations and preventing escalations.
4. Close out escalations decisively: Coordinating cross-functionally to remove blockers and turning potential service failures into recovery moments that strengthen relationships.
5. Synchronize internal operations to keep commitments on track (production, planning, materials, sales, warehouse, logistics), improve OTIF (On-Time, In-Full), and support financial targets.
6. Elevate customer communications: Standardizing templates, status updates, and process documentation—driving consistency, transparency, and fewer repeat queries.
7. Identify and activate improvements: Spot patterns, propose process changes, and contribute to continuous improvement projects that enhance throughput and reduce rework.
8. Champion customer-centric culture: Consistently demonstrating empathy and support, enhancing the department's reputation and fostering stronger partnerships during visits and reviews.
9. Manage specific OEM customer accounts, lead meetings and drive results as needed for both our business and theirs
10. Always deliver first class customer service.

External Qualifications and Competencies

To be successful in this role you will need the following:

• Commercial & Customer Insight: Understand and align with commercial strategy, recognize upselling opportunities, track account performance, and anticipate customer needs and market trends to drive growth.
• Exceptional Communication & Relationship Skills: Deliver clear, proactive updates, educate customers on best practices, and support client visits, reviews, and audits to build trust and deepen relationships.
• Operational & Systems Expertise: Confidently manage the full order lifecycle across multiple accounts (including EDI/manual orders), while effectively using CRM systems, ERP tools, data dashboards, and Microsoft Office.
• Strong Organizational & Professional Foundation: Balance high-volume tasks with accuracy, demonstrate strong organizational discipline, and leverage your background in account management or customer service (with any European language skills being a bonus).

Additional Responsibilities Unique to this Position

Education/ Experience:

• College, university, or equivalent degree required.
• 2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred
• This position may require licensing for compliance with export controls or sanctions regulations

About Us

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

Job Info

Job Identification 2423695

Job Category Supply Chain Planning

Posting Date 01/27/2026, 09:45 AM

Job Schedule Full time

Role Category On-site with Flexibility

Locations Grosvenor House, Prospect Hill, Redditch, Worcestershire, B97 4DL, GB

Affiliated to Bargaining Unit/Trade Union No

Relocation Eligible? No

Does the role require work to be done 100% onsite due to its operational nature? No