**DESCRIPTION** **Key Responsibilities:** + Lead, motivate, and develop a high-performing team to deliver exceptional customer service. + Oversee the processing of new subscriptions, renewals, upgrades, and cancellations. + Ensure timely resolution of escalated customer issues, providing thorough documentation. + Monitor and analyze team performance using KPIs, providing regular coaching and feedback. + Collaborate with cross-functional teams such as sales, billing, and customer support to ensure seamless subscription management. + Identify and implement process improvements to enhance efficiency and customer satisfaction. + Prepare and present reports on subscription metrics and team performance to management. + Ensure compliance with company policies and regulatory requirements related to subscriptions. + Build professional relationships with customers to increase loyalty to Cummins products. + Document customer interactions accurately within Cummins systems. + Support quality improvement initiatives and meet response targets. + Participate in continuous improvement activities and understand contact center policies and procedures. **RESPONSIBILITIES** **Qualifications:** + Master’s degree in Business Administration, Marketing, Operations, or a related field preferred. + This position may require licensing for compliance with export controls or sanctions regulations. **Competencies:** + **Collaborates:** Builds partnerships and works collaboratively with others to meet shared objectives. + **Communicates effectively:** Delivers clear and tailored communications for different audiences. + **Customer focus:** Builds strong customer relationships and delivers customer-centric solutions. + **Manages complexity:** Makes sense of complex information to solve problems effectively. + **Manages conflict:** Handles conflict situations calmly and productively. + **Optimizes work processes:** Identifies and implements the most efficient processes with a focus on continuous improvement. + **Situational adaptability:** Adapts approach and demeanor to match shifting demands. + **Service Capability, Capacity and Coverage:** Understands customer expectations and priorities, ensuring capable and consistent service through qualified resources. + **Values differences:** Recognizes and appreciates diverse perspectives and contributions. **QUALIFICATIONS** **Skills and Experience:** + Minimum of 7-8 years of work experience, including 3-5 years in customer service, operations management, or related roles. + Proven experience in a supervisory or team leadership position. + Strong communication and interpersonal skills. + Ability to motivate, coach, and develop a high-performing team. + Detail-oriented with strong problem-solving and conflict-resolution abilities. + Proficient with subscription management software, CRM tools, and familiar with customer call platforms (e.g., Genesys, Omnichannel, Salesforce). + Familiarity with analytics tools to monitor and report on key metrics. + Strong leadership qualities with an adaptable, collaborative approach. + Comfortable working in 24x7 operations, primarily during night shifts. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Exempt - Experienced **ReqID** 2416592 **Relocation Package** Yes