Customer Support Analyst

Customer Support Analyst

Description

Cummins - Customer Support Analyst - Nashville, TN

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
• Ability to fluently speak and understand French is a plus!
• Pay starting at $19/HR or higher, based on experience level
• Ability to work 1st Shift: M - F, 8 AM - 5 PM (flexible)

Qualifications

Skills

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

Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.

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.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

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

Respectful and excellent team player(team of 10 people)

Ability to act with a sense of urgency and prioritize work

Ability to work cross-functionally and support initiatives

Eager to learn with a positive attitude

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 Apr 6, 2023, 7:22:12 AM

Unposting Date Ongoing

Organization Cummins Filtration

Req ID: 230003SR