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