Cummins Jobs USA – Customer Support Analyst

Job Description:

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.

Job Responsibilities:

• 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.
• 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.
• 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.
• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation. 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

Job Requirements:

• Communication (Written and Verbal): Communicates in a clear, organized and precise manner with functional areas to drive the required response; communicates responses to the customer relevant to their original request, while providing alternative solutions. Ability to understand, communicate and effectively interact with people across cultures and languages.
• Requires some work experience and intermediate level knowledge (3 plus years) obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
• Actively engage in and practice demand control process. Plan and maintain daily communication across customers and internal functions such as materials, distribution centers and global sales teams to review and adapt to customer demand; ensure timely order throughput to prevent/minimize aging orders.
• Perform tasks required to maintain hygiene and integrity of data in Customer Order Management System (OMS) as well as Customer Relationship Management (CRM) System. Systems knowledge and technical skills: Minimum of intermediate skill level with computer related programs such as Microsoft Office (e.g. Word, Excel, Power Point, and Outlook) and Internet. Ability to gain skills required to utilize Cummins’ internal systems like Order Management
• Systems (OMS) and Customer Relationship Management (CRM) Systems etc.
• Support Supervisor with hosting customer visits at local facility. Prepare and distribute standard and customized internal and customer reports; and understand Customer Order Management policies, procedures and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Engage in providing “value – added” services like promoting customer facing tools like online portals. Ensure team can effectively guide customers on pre-sales support information like lead time, pricing, promotions, availability, basic technical/product info, policy etc. as well as post-sale support information like order/shipment status queries, returns, claims processing etc.

Job Details:

Company:  Cummins

Vacancy Type:  Full Time

Job Location: Louisville, KY, US

Application Deadline: N/A

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