Customer Support Analyst

Customer Support Analyst

Description

Customer Support Analyst - Nashville, TN

• 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.
• 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.
• Engage in providing "value - added" services like cross selling, upselling, and 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.
• 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.
• 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.
• Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages.
• 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 Relations.

Qualifications

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

• 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.

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

• 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.

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 Aug 9, 2023, 8:22:50 AM

Unposting Date Ongoing

Organization Cummins Filtration

Role Category Hybrid - Potential for Partial Remote

Req ID: 230007X4