**DESCRIPTION** Key Responsibilities: + Perform order management tasks for a specific set of customers/accounts, handling 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 the single point of contact for customer inquiries and escalations; manage escalations to closure. + Demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions. + Liaise with internal production, planning, and materials teams to ensure prompt, accurate, and timely order throughput, including achieving 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 the assigned customer base regarding processes, policy, and/or best practices. + Support customer visits and participate in continuous improvement projects. + Lead and manage a Telephony team by conducting regular 1:1s and team meetings, fostering clear communication and alignment. + Oversee the operational performance of the customer support team, ensuring excellence in service delivery. + Maintain and uphold ISO9001:2015 quality system standards, including nonconformance management, document control, and process audits. + Prepare and deliver weekly and monthly performance reports to stakeholders, providing data-driven insights. + Analyze processes and identify opportunities for efficiency improvements. + Drive talent management activities, focusing on employee development, engagement, and creating a flexible, skilled workforce. + Embrace new opportunities by onboarding additional operational activities and participating in continuous improvement projects. **RESPONSIBILITIES** **Qualifications:** + College, university, or equivalent degree 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** **Knowledge/Skills:** + Proven experience in order management, with a strong focus on customer service and team leadership. + Skilled in building partnerships and collaborating effectively to meet shared objectives, while delivering clear, audience-focused communication. + Demonstrates a customer-centric approach, proactively supporting the order life cycle to ensure satisfaction and positive outcomes. + Excels at managing complexity, driving results, and actively pursuing self-development to meet challenges and achieve goals. **Experience:** + 7-8 years of experience in customer order management, customer-facing roles, supply chain/logistics, or international trade preferred. + Minimum 2 years' experience in people or team managment. **Additional Information:** + We are looking for a talented Customer Support Team Leader to join our North America Operations team. This role requires working the night shift (5:00 PM - 2:00 AM IST). **Job** Supply Chain Planning **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Exempt - Experienced **ReqID** 2408771 **Relocation Package** Yes