Sobre

• 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.