Cummins Inc. Customer Order Management Representative (NAD) in Nashville, Tennessee

Customer Order Management Representative (NAD)


Cummins is a place big enough to coach and develop a global workforce and create the world's leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a, empowering environment, diverse, inclusive.

Learn more about this role and how you can begin Working Right .

This is exciting an opportunity in Nashville, Tennessee for a Customer Order Management Representative. Cummins is where you can work on industry leading projects.


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 logistic solutions.


  • Understand contact center policies,procedures and metrics.

  • Support center quality improvementsand response targets through a detailed understanding of Customer OrderManagement systems and processes.

  • Document customer interactionsinformation within Cummins.

  • Build a professional relationship withcustomers to increase loyalty in the Cummins products. Act as customerliaison to Cummins central distribution centers and cross functionaldepartments.

  • Act as single point of contact forspecific customer accounts.

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

  • Resolve complex customer inquiriesthrough a detailed understanding of Cummins processes, systems, andpractices.

  • Own Siebel Requests submitted bycustomer and provide timely and informative responses and follow ups perthe Service Level Agreement.

  • Utilize Siebel to receive customerinquiries and maintain record of communications and internal or externalescalations to resolve the customer inquiry.

  • Distribution/Service Network Knowledge– Knowledge of the Distribution Business Unit’s role in the distributionand support of Cummins products. Effectively communicates and works withDistributor personnel to complete performance plan objectives whichrequire interaction with the global distribution network.

  • Own complex issues and collaboratewith Analysts to seek resolution, providing documentation and continualcommunication to customer throughout process.

  • Participate in continuous improvementprojects, and identify and report areas for improvement.

  • Submit emergency price requests forappropriate customer channel – both Distributor and Inner-Company RegionalDistribution Center.

  • Act as liaison between the customerand the MDC and RDCs for quality issues, submit Material Non-Conformanceor Process Non-Conformance claims as needed via CQMS.

  • Direct customers through exportcompliance policy for export controlled parts, provide country of originand harmonized tariff information as needed, or gather end userinformation 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 andFinance to provide Customer Order Management support or resolve customercomplaints. Have a basic understanding of each department’sprocesses.

  • Manage expedite requests forMade-to-order parts

Qualificationsand Competencies

  • Understanding ofapplicable Cummins systems (IMS, Siebel, GOMS, Quick Serve, etc.), andability to run reporting measures from same. Proficient understanding of Cumminsproducts and services for Customer Order Management.

  • Understanding oflogistical concepts.

  • Ability toresolve less commonplace issues and order exceptions.

  • Able to performall Tier I and II Sourcing tasks to fulfill emergency orders.

  • Have a proficientknowledge of Quality Claims processes for ship discrepancies and RGAs.

  • Have basictechnical skills and understanding of Cummins products.

  • Able to navigateQSOL and IMS to provide customer with alternative options for emergencypart needs.

  • Time management –Demonstrates effective and efficient use of individual and organizationaltime to achieve key business objectives. Uses basic planning tools tocontrol and schedule daily priorities. Little support is required to applythe skill effectively.

  • Manage customerdisagreements – Demonstrated ability to manage disagreements.

  • Accuracy – theability to complete data entry tasks with accuracy and support the companySox compliance requirements.

  • Communication –is able to effectively and clearly communicate in both written and verbalmeans.

Education, Licenses, Certifications

  • High school diploma. Secondary degree inrelated field preferred.


  • 2 years minimum experience with Customer OrderManagement, account management or in the supply chain field.

Compensationand Benefits

Base salary commensurate with experience more bonus. Additional benefits vary between locations and include options such as our 401 (k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cumminsand E-verify

At Cummins, we are year equal opportunity and affirmative action use dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without looking to race, gender, color, disability, national origin, age, religion, union membership, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I - 9 to confirm work authorization.

Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.

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

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting Sep 13, 2017, 10:50:04 AM

Unposting Date Ongoing

Req ID: 170005KY