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Customer Order Management Analyst – Ryan Shanks

This article is from the “Cummins: All Access” series, a compilation of unique, reality-based stories featuring Cummins employees.  The series is designed to give a behind-the-scenes perspective of Cummins employees as they develop their careers.

Cummins Customer Order Management team is responsible for delivering factory-based support to end-user customers and dealers across North America. They meet with customers to capture the critical issues they may be facing upstream in the supply chain.  Ultimately, their role is to ensure that the customers’ orders are being filled in the right quantities, at the right time, at the right place, and in the right condition. Ryan Shanks is an Order Management Analyst who brings outside experience and passion to the role.

 “We are the face and voice of Cummins. My success and attitude help shape our customer’s experience and perception of Cummins.”

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Ryan starts his morning around 8AM.

“I enjoy fixing problems and helping others.  The more I learn about the Cummins’ end to end supply chain, the more I can help our customers and Cummins employees take care of issues.”

Collaboration is vital to Customer Order Management.  Success for Cummins customers is dependent on the relationships that are built with our stakeholders.  The better the relationships he builds, the better the support he gets from people that assist with customers such as Distribution and Rebuild Centers in Chile which support mining operations.

“When you work with material planners and the customer order management teams from across the world, you now have a family of contacts that want to support you when you need help due to the support you provide them.”

It’s time for a mid-morning break and Ryan stops to catch up with a former Marine who is handling accounts across the globe (Australia, Memphis, Singapore, and Germany). They recently produced handmade cards and sent them to active military currently stationed in Iraq and Afghanistan. According to Ryan’s co-worker,

“Veterans are used to routines and our location is good at providing routines for our employees. Furthermore, Cummins as a whole is very enthusiastic about working with veterans, showing support and gratitude for their work.”

Ryan heads back to his desk to spend time working on orders for his customers.  While working on an open order report he realizes that due to constant interfacing with other groups, it is easy to speak with people about his future plans/career goals.  Plus, there is usually an opportunity to see how other teams work and what they do.  Working in Customer Order Management is a great place to be in order to learn Cummins’ business.

“The most interesting thing I have learned so far is the how we have to support our customer’s engine range differently. When we do not have availability of parts it affects their mining customers and could potentially affect millions of dollars’ worth of business.”

Later in the afternoon, Ryan gets more training on the Cummins QuickServe OnLine for PartsPro. This product is what they provide to their customer base, so Ryan wants to know it well. Others in the office will participate in Engine Familiarization class next week to ensure that they know and understand the critical components and engine technology that their customers will be asking about.

“I think about the experience I had working in my family’s distribution center, starting as an assistant to the warehousing team. Then moving on to work in receiving, maintenance, and inventory control. Through studying my major (Supply Chain) I kept learning and during my last semester, I had an internship in the automotive industry, which was invaluable. Meeting with program managers and engineers regularly enabled me to see how sourcing activities fit into the bigger picture.

Before he leaves, Ryan takes a few minutes to work on his personal development plan. Although he’s only been here since April 2015, he knows that planning his career development will be critical to his success and advancement.