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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


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, 10:48:18 AM

Unposting Date Ongoing

Req ID: 200002OR