SCP.CUSTOMER ORDER MANAGEMENT SUPERVISOR

Responsible for leading a team of Customer Order Management Representatives/Specialists for assigned customer accounts/regions to maintain operational efficiency to meet customer needs

Responsibilities

Plans, prioritizes, and schedules the team’s activities and resources to ensure continuity of service. Reviews progress and evaluates results Leads, directs, evaluates, and develops Customer Order Management staff to ensure that resources are used effectively and that work schedules and targets are achieved Ensures customer order management teams continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions Ensures that staff supports customers through proper utilization of departmental tools, systems, documentation, processes and/or procedures Monitors the status of Customer Order Management activities to identify problem areas and adapts procedures to improve the overall performance of the team Investigates, analyzes, and leads cross-functional problem-resolution and improvement initiatives with Cummins entities and external customers Answers more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquiries are dealt with promptly and accurately Liaises with functional or operational area managers to ensure that Customer Order Management activities are integrated with other parts of the business and appropriate for current and future departmental Analyzes customer inquiries to identify recurring user problems, recommends solutions, and identifies where Order Management processes can be improved. Tracks improvements to closure, and communicate same to customers. Develops problem solving guidelines, checklists, or other materials to assist customer order management staff to respond to inquiries that are recurring or routine Owns local departmental metrics, reporting and analysis Coordinates input from team to develop comprehensive, proactive communications to customers Leads local continuous improvement projects and participates in global projects

Qualifications

College, university, or equivalent degree in Supply Chain, Business Administration, or related subject required. This position may require licensing for compliance with export controls or sanctions regulations.