Cummins Inc. Customer Support Analyst in Nashville, Tennessee
Customer Support Analyst
Customer Support Analyst
Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.
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 Support Analyst to join our team specializing in Supply Chain for our Components Busines Segment in Nashville, TN.
In this role, you will make an impact in the following ways:
Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time. 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. Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System. Knowledge of Quality Management Systems. Support Supervisor with hosting customer visits at local facility. 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.
To be successful in this role you will need the following:
Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
Excellent verbal and written communication skills with the ability to field 10 customer calls/day
Strong ability to work independently and manage one’s time
Intermediate skill level with Microsoft Office Suite, such as Word, Excel, Power Point, and Outlook. Ability to learn and operate multiple software systems
Ability to follow defined processes and suggest process improvements where available. Strong ability to deal with ambiguity, problem solve, and take ownership of resolution. Ability to act with a sense of urgency and prioritize work appropriately. Ability to work cross-functionally and support initiatives
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Job SUPPLY CHAIN PLANNING
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, Filtration Headquarters
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Jul 30, 2021, 3:56:37 PM
Unposting Date Ongoing
Req ID: 210003Y8