Job Description

• Responsible for leading a team of Customer Order Management Representatives/Specialists for assigned customer accounts/regions to maintain operational efficiency to meet customer needs
• Plans, prioritizes, and schedules the team’s activities and resources to ensure continuity of service.
vReviews 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

REQUIRED SKILLS:
Skills
Self-development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Balances stakeholders – Anticipating and balancing the needs of multiple stakeholders.

Ensures accountability – Holding self and others accountable to meet commitments.

Directs work – Providing direction, delegating, and removing obstacles to get work done.

Plans and aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.

Develops talent – Developing people to meet both their career goals and the organization’s goals.

Builds effective teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Education, Licenses, Certifications
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.

Experience
Intermediate level of relevant work experience required;
Customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
This role requires a close relationship with the Fridley, MN manufacturing site and will require an on-site presence. Relocation or frequent travel may be required.
Manage team of Customer Account Managers. Assist and support the team and their career development through coaching and leadership.
Provide support to each account as first point of escalation as needed. Utilize COM tools, best practices, and governing policies in communications, actions, and leadership. Lead and support Customer Order Management training and requests from other Global PSBU COM teams through the Regional Model. Partner with Distributors, Channel Partners, PSBU Line of Business, and Supply Chain partners to identify areas of improvement; utilize 6S, CI, and other tools.
Host, coordinate, and lead various customer facing visits including successful witness tests. Manage complex processes and accounts within the department.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

109 total views, 0 today

Apply for this Job