Full-Time Customer Order Management Team Lead – Supply Chain – 2100029N
Job Description
DESCRIPTION/RESPONSIBILITIES:
Our culture believes in POWERING YOUR POTENTIAL. We provide global opportunities to develop your career, make your community a better place and work with most innovative thinkers to solve world’s toughest problems.
We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.
We are looking for a talented Customer Order Management Team Lead- Supply chain to join our team specializing in Cummins Supply Chain Services for our Power generation business segment in Fridley, MN.
Your impact will happen in these and other ways:
• 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. 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
Education, Licenses, Certifications
University, or equivalent degree in Supply Chain, Business Administration, or related subject required.
Experience
• Intermediate level of relevant work experience (5 plus years) 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 teams through the Regional Model. Partner with Distributors, Channel Partners, 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.
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify.
Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.
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How to Apply
To apply for this position, please use the following URL: https://ars2.equest.com/?response_id=ca69949b7400a52d84676102df5e82ba
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