Cummins Inc. Customer Order Management Representative - Hourly - Spring 2019 in Nashville, Tennessee

Customer Order Management Representative - Hourly - Spring 2019


No, this isn’t one of those ordinary jobs.

Cummins is a team of dependable, innovative thinkers, who are empowered to generate and deliver solutions for customers, community and environment.Our employees develop their careers through the challenges only a diverse, global innovator can promise.This is a collaborative culture where thinking beyond your desk is more than part of the job. It is the job.

This is what we call Working Right.

The Customer Order Management Representative provides support for Aftermarket engine and filtration requests. Customer Order Management utilizes the knowledge and understanding of supply chain management processes and works with customers to provide customizable logistics solutions.

Understand contact center policies, procedures and metrics.

Support center quality improvements and response targets through a detailed understanding of Customer Order Management systems and processes.

Document customer interactions information within Cummins.

Build a professional relationship with customers to increase loyalty in the Cummins products.

Act as customer liaison to Cummins central distribution centers and cross functional departments.

Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax).

Resolve complex customer inquiries through a detailed understanding of Cummins processes, systems, and practices.

Implement Siebel Requests submitted by customer and provide timely and informative responses and follow ups per the Service Level Agreement

Utilize Siebel to receive customer inquiries and maintain record of communications and internal or external escalations to resolve the customer inquiry

Distribution/Service Network Knowledge – Knowledge of the Distribution Business Unit’s role in the distribution and support of Cummins products.

Effectively communicates and works with Distributor personnel to complete performance plan objectives which require interaction with the global distribution network.

Support complex issues and collaborate with Analysts to seek resolution, providing documentation and continual communication to customer throughout process.

Participate in continuous improvement projects, and identify and report areas for improvementSubmit emergency price requests for appropriate customer channel – both Distributor and Inner-Company Regional Distribution Center

Act as liaison (as needed) between the customer and the Distributions centers for quality issues, submit Material Non-Conformance or Process Non-Conformance claims as needed via CQMS

Direct customers through export compliance policy for export controlled parts, provide country of origin and harmonized tariff information as needed, or gather end user information for the purpose of releasing an export controlled part

Coordinate with Product Management, Purchasing, Materials, Technical Support, Marketing and Sales functions, and other Cummins departments such as Logistics, Transportation and Finance to provide Customer Order Management support or resolve customer complaints. Have a basic understanding of each department’s processes.

Manage expedite requests for Made-to-order parts


Cummins and E-verify:

At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, age, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity and/or expression or other status protected by law.

Equal Opportunity Employer: Minorities/Females/Veterans/Disabilities

Cummins uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please

Ability to resolve less commonplace issues and order exceptions

Able to perform all Tier I and II Sourcing tasks to fulfill emergency orders

Time management – Demonstrates effective and efficient use of individual and organizational time to achieve key business objectives. Uses basic planning tools to control and schedule daily priorities. Little support is required to apply the skill effectively.

Manage customer disagreements – Demonstrated ability to manage disagreements

Accuracy – the ability to complete data entry tasks with accuracy and support the company Sox compliance requirements

Communication – is able to effectively and clearly communicate in both written and verbal means

High school diploma. Secondary degree in related field preferred.

Enrolled in associate degree program in supply chain or business related fields.

Prefer candidates with experience in Customer Order Management, account management or in the supply chain field.

Selection Criteria

GPA must be 3.0 or higher.

Candidates must demonstrate strong communication, excellent customer service and strong time management skills.

Candidates must demonstrate a fit for Cummins Core Values (Integrity, Diversity & Inclusion, Caring, Excellence, Teamwork).


Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care

Job Type Internship

Recruitment Job Type Student - Internship

Job Posting Oct 25, 2018, 11:11:58 AM

Unposting Date Ongoing

Req ID: 180006ZO