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Job Details
DESCRIPTION
Key Responsibilities:
- Team Management: Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service. Review progress and evaluate results.
- Leadership: Lead, direct, evaluate, and develop Customer Order Management staff to ensure effective resource use and achievement of work schedules and targets.
- Customer Support Excellence: Ensure customer order management teams continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
- Process Utilization: Ensure staff supports customers through proper utilization of departmental tools, systems, documentation, processes, and procedures.
- Performance Monitoring: Monitor the status of Customer Order Management activities to identify problem areas and adapt procedures to improve overall team performance.
- Problem Resolution: Investigate, analyze, and lead cross-functional problem-resolution and improvement initiatives with Cummins entities and external customers.
- Complex Inquiries: Answer more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and order status promptly and accurately.
- Liaison: Liaise with functional or operational area managers to ensure Customer Order Management activities are integrated with other business parts and appropriate for current and future departmental needs.
- Process Improvement: Analyze customer inquiries to identify recurring user problems, recommend solutions, and identify where Order Management processes can be improved. Track improvements to closure and communicate the same to customers.
- Guidelines Development: Develop problem-solving guidelines, checklists, or other materials to assist customer order management staff in responding to recurring or routine inquiries.
- Metrics and Reporting: Own local departmental metrics, reporting, and analysis.
- Communication: Coordinate input from the team to develop comprehensive, proactive communications to customers.
- Continuous Improvement: Lead local continuous improvement projects and participate in global projects.
RESPONSIBILITIES
Experience:
- 10+ years of experience in Customer Care/Service Operations, including Leadership & People Management.
- Intermediate level of work experience required, preferably in Shared Services or Consulting with experience in the North American region.
- Experience managing a team of 20+ employees is preferred.
- 3-5 years of relevant work experience preferred in customer-facing roles, supply chain/logistics, or Service Operations.
Competencies:
- Balances Stakeholders: Anticipating and balancing the needs of multiple stakeholders.
- Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Develops Talent: Developing people to meet both their career goals and the organization’s goals.
- Directs Work: Providing direction, delegating, and removing obstacles to get work done.
- Ensures Accountability: Holding self and others accountable to meet commitments.
- Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
- Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
QUALIFICATIONS
Qualifications:
- College, university, or equivalent degree required. This position may require licensing for compliance with export controls or sanctions regulations.
Work Hours: Night shift (5 PM IST to 2 AM IST), with 2 days work from home and 3 days in the office. Night shift allowance and transport facility provided.
Job Supply Chain Planning
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2404473
Relocation Package No
Company Details
Cummins Inc.
Columbus, IN, United States
Cummins Inc. is a global power leader with complementary business segments that design, manufacture, distribute and service a broad portfolio of... Read more