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Cummins Inc. Customer Support Analyst Temporal in San Luis Potosi, Mexico

Customer Support Analyst Temporal


“At Cummins we are dedicated to promoting diversity in the workplace, we provide equal employment opportunities regardless of race, gender, disability national origin, age, religion or sexual orientation”

Customer Support Analyst Temporary (6 months) IRC512660

Education, Licenses, Certifications

Bachelor’s Degree related to the position.


2 years or more in the specific function


Strong customer service orientation with excellent documentation skills, Proven organizational skills and demonstrated abilities to establish priorities, take initiative, and business judgment, Ability to communicate effectively with customers, users, technical experts, and all levels of management, Responsible for answering incoming phone calls and email correspondence from clients seeking technical support assistance, use of Microsoft office tools (excel & powerpoint), ERP Oracle (preferably), problem solving tools.


  • Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfilment. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries.

  • Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation)

Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.

  • Acts as single-point-of-contact to the customer for order inquiries and escalations; Manage escalations to closure.

  • Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.

  • Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets.

  • Communicates with staff from other functional areas such as sales, warehouse and logistics to confirm the status of orders and resolve customer queries.

  • Supports Customer Order Management departmental goals and initiatives to become a more proactive customer centric organization: develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes.

  • Identifies ideas and develops proactive communications for assigned customer base, regarding processes, policy and/or best practices.

  • Supports customer visits.

  • Participates in continuous improvement projects.

  • Supervises the daily activities of a production unit or teams.


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.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.


Intermediate to Advanced Business Level (fluent proficiency desired).



Primary Location Mexico-San Luis Potosí-San Luis Potosí-Mexico, San Luis Potosi, Cummins Filtration Plant

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Aug 21, 2020, 6:12:39 PM

Unposting Date Ongoing

Req ID: 200001K2