Cummins Inc. Customer Order Management Analyst in Nashville, Tennessee
Customer Order Management Analyst
We are looking for a talented Customer Order Management Analyst to join our Corporate team 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:
Drives results - Consistently achieving results, even under tough circumstances.
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.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
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; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements.
Education, Licenses, Certifications:
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
College or equivalent degree preferred.
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
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; able to contribute/lead process improvements projects
Comfortable working with large data sets and spreadsheets; comfortable reporting and presenting findings
Strong ability to deal with ambiguity, problem solve, and take ownership of resolution
Excellent verbal and written communication skills
Respectful and excellent team player (team of 10 people)
Eager to learn with a positive attitude
Job SUPPLY CHAIN PLANNING
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Oct 14, 2020, 11:48:18 AM
Unposting Date Ongoing
Req ID: 200002OR