**DESCRIPTION** Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries. **Key Responsibilities:** + Lead a team of 5+ employees for Order Management Representatives/Specialists in the North America Region (Preferred). + Plan, prioritize, and schedule team activities for efficiency. + Review progress and evaluate results for continuous improvement. + Ensure customer support excellence in all interactions. + Utilize departmental tools, systems, and processes effectively. + Monitor team performance and adapt procedures for improvement. + Lead cross-functional problem-resolution initiatives. + Address complex inquiries promptly and accurately. + Liaise with other departments to integrate activities. + Analyze customer inquiries and recommend process improvements. + Develop problem-solving guidelines and materials. + Own departmental metrics, reporting, and analysis. + Coordinate team input for proactive customer communications. + Lead local and participate in global continuous improvement projects. + Perform order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation). + Provide consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance. + Act as single-point-of-contact to the customer for order inquiries and escalations; manage escalations to closure. + Continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions. + Liaise with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput including achievement of financial targets. + Communicate with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries. + Support Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization: develop, document, and enhance standard administrative practices as they pertain to customer communication and order throughput processes. + Identify ideas and develop proactive communications for assigned customer base, regarding processes, policy, and/or best practices. + Support customer visits. + Participate in continuous improvement projects. **RESPONSIBILITIES** **Qualifications:** **Education, Licenses, Certifications:** + Bachelor's degree or equivalent required. + This position may require licensing for compliance with export controls or sanctions regulations. **Competencies:** + **Collaborates:** Building partnerships and working collaboratively with others to meet shared objectives. + **Communicates effectively:** Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. + **Customer focus:** Building strong customer relationships and delivering customer-centric solutions. + **Drives results:** Consistently achieving results, even under tough circumstances. + **Manages complexity:** Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. + **Self-development:** Actively seeking new ways to grow and be challenged using both formal and informal development channels. + **Customer Support:** Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience. + **Order Life Cycle:** Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience. + **Order Life Cycle Systems Knowledge:** Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries to ensure accurate and timely order processing and query resolution. + **Order Processing:** Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements. + **Values differences:** Recognizing the value that different perspectives and cultures bring to an organization. **QUALIFICATIONS** **Experience:** + 8+ years of experience in supply chain/Order Management, including people management. + Experience in managing a team of 5+ employees preferred. + Experience in high-impact continuous improvement or Six Sigma projects preferred. + Intermediate level of relevant work experience required, preferably in consulting or GCC/shared services industry, working with the North America region. **Skills:** **Functional Skills:** + Strong team management skills. + Excellent communication and interpersonal skills. + Ownership & self-drive for value addition. + Analytical and problem-solving abilities. + Ability to adapt and thrive in a fast-paced environment. + Ability to work collaboratively with all stakeholders. + Proficiency in Microsoft Office Suite and presentation skills. **Enterprise Skills:** + Learning attitude (Must have learned something new in recent past). + Prioritization & Working under pressure (Must have). + Communication (Basic level). **Preferred Industry Backgrounds:** + Manufacturing, Automotive (Preferable). **Language Skills:** + Business English (written and oral). **Work Conditions:** + Ready to work in night shift (5 PM IST to 2 AM IST) with 2 days work from home & 3 days work from office with free transport facility. **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Exempt - Experienced **ReqID** 2413464 **Relocation Package** No