Customer Service Planner

We are looking for a talented Customer Service Planner to join our team specializing in Supply Chain Planning for our Cummins Inc. facility in York, SC .

Job Summary:

Under minimal supervision and in accordance with Cummins Delegation of Authority Policy, determines the quantity and order date for materials needed to meet the master production schedule or independent customer demand. Expedites purchase or production orders as appropriate.

In this role, you will make an impact in the following ways:

• Strengthen workplace safety culture by promptly reporting hazards, incidents, and near-misses while consistently adhering to all HSE standards and training.

• Improve data accuracy and part readiness through diligent quality checks on planning master data and proactive actions supporting PFEP.

• Reduce delays and scrap by partnering with Quality to quickly disposition non conforming materials and prevent downstream disruptions.

• Ensure stable and reliable supply by initiating timely purchase and work orders that align with the demand plan and customer needs.

• Minimize supply constraints through active participation in allocation calls and collaboration with suppliers to shorten lead times and right size order quantities.

• Optimize global inventory balance by coordinating with Supply Chain Planners to reposition excess stock, recover backorders, and support ramp up/ramp down changes.

• Drive supplier performance improvements by reconciling order boards, following through on delivery risks, and supporting the Deliver Supplier Improvement Process.

• Enhance team effectiveness through strong communication, active participation in improvement projects, and ongoing personal development aligned with business goals.

To be successful in this role you will need the following:

Communicate Effectively Across All Stakeholders

• Tailor communication to planners, engineers, suppliers, production teams, and leadership.

• Clearly translate complex supply chain constraints into simple, actionable messages.

• Use multi mode communication (email, dashboards, reports, stand ups) to keep everyone aligned.

Build Strong Customer Relationships

• Understand customer demand patterns, service expectations, and delivery sensitivities.

• Proactively communicate risks and mitigation plans to maintain trust.

• Use customer-feedback loops to refine planning accuracy and improve delivery performance.

Drive Results in High Pressure Environments

• Maintain focus and deliver commitments despite shortages, variability, or unexpected disruptions.

• Escalate issues early and implement rapid containment actions.

• Demonstrate resilience-quickly recover and stabilize plans after setbacks.

Manage Complex and High Volume Information

• Interpret large datasets from MRP, PFEP, and planning systems to identify root causes.

• Navigate contradictory signals (forecast changes, capacity constraints, supplier variability) with sound judgment.

• Simplify complexity into clear priorities for teams and stakeholders.

Optimize Work Processes for Continuous Improvement

• Identify inefficiencies in planning, scheduling, material flow, and communication loops.

• Standardize routines (daily MRP review, exception handling, KPI review) for consistency and predictability.

• Implement improvements that reduce waste, increase accuracy, and enhance flow.

Leverage the Materials Planning System as the Primary Tool

• Use the MRP/planning system daily for demand/supply alignment, exception management, and scenario planning.

• Perform root cause analysis on exception messages and take long term corrective actions.

• Use ad hoc tools (Excel, Access, TOAD, OMS) only when needed-never as a replacement for system discipline.

Manage Part Changes with Precision and Control

• Evaluate engineering changes (obsolescence, supersession, new part releases) for supply chain impact.

• Ensure transitions do not create excess/obsolete inventory.

• Coordinate with engineering, suppliers, and production for seamless implementation.

Apply PFEP Principles Across the End to End Supply Chain

• Ensure every part has clear parameters: min/max levels, packaging, transportation, storage, and flow paths.

• Maintain accurate master data to ensure planning precision.

• Design material flows that guarantee the right part → right place → right time → right quantity.

Maintain a Valid and Aligned Master Production Schedule

• Develop a stable MPS that meets customer demand while maximizing line efficiency.

• Ensure procurement, production, and replenishment schedules are synchronized.

• Continuously validate capacity constraints, lead times, and labor availability.

Manage Materials KPIs with Strategic Awareness

• Track key metrics (service level, OTD, DOH, shortages, excess, forecast accuracy).

• Interpret KPI trends to understand downstream customer impact.

• Balance trade offs-improving one KPI without unintentionally harming another.

Value and Leverage Differences

• Actively seek input from coworkers with different backgrounds and expertise.

• Build inclusive processes that reflect diverse perspectives in decision making.

• Foster a collaborative environment where others feel heard and respected.

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, University or equivalent degree in Business, Engineering, or related field preferred.

• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Requires significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience in an equivalent field such as materials planning, production scheduling, manufacturing, or inventory control.

Position Overview

The CSR Planner acts as the primary liaison between the customer and internal operations, ensuring accurate demand planning, timely order fulfillment, and alignment with production and logistics schedules. This role is critical for managing customer requirements, maintaining inventory levels, and supporting flawless delivery performance in a fast-paced automotive environment.

Key Responsibilities & Activities

Customer Demand Management

• Receive and validate customer forecasts and firm orders via EDI or other communication channels.

• Analyze demand fluctuations and communicate changes to production planning and procurement teams.

• Maintain accurate customer demand data in ERP/MRP systems.

Production & Material Planning

• Convert customer requirements into production schedules aligned with capacity and material availability.

• Collaborate with Master Scheduler and Production Planning teams to ensure feasibility.

• Monitor MRP outputs and initiate purchase orders for raw materials/components.

• Order Management & Customer Communication

• Confirm order acceptance and delivery dates to customers.

• Provide proactive updates on order status, delays, or changes.

• Manage customer portals and ensure compliance with OEM requirements.

Inventory & Logistics Coordination

• Monitor finished goods inventory to meet customer delivery schedules.

• Coordinate with logistics for on-time shipment and proper documentation.

• Support premium freight decisions when necessary to maintain customer satisfaction.

Performance Monitoring

• Track key metrics such as On-Time Delivery (OTD), Inventory Accuracy, and Schedule Adherence.

• Participate in root cause analysis for delivery or quality issues and implement corrective actions.

Continuous Improvement

• Identify process gaps and implement improvements in planning and customer service workflows.

• Support Lean initiatives and cost reduction projects.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

Min Salary $56800

Max Salary $85200

ReqID 2431763

Relocation Package No

100% On-Site No

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and 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. Visit http://EEOC.gov to know your rights on workplace discrimination.