Team Leader - Customer Order Management O2C

er-centric organization.

• Develop, document, and enhance standard administrative practices related to customer communication and order throughput processes.

• Identify and develop proactive communications for assigned customers regarding processes, policy, and best practices.

• Support customer visits and participate in continuous improvement projects.

• Lead a team of 5+ Order Management Representatives/Specialists.

• 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.

RESPONSIBILITIES

Qualifications:

• 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.

• 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.

• Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.

• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.

• Values differences: Recognizing the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Experience:

• 8+ years of experience in Supply Chain/Customer 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, preferably in consulting or GCC/shared services industry, working with APAC or EMEA region.

Skills:

• Strong team management skills.

• Excellent communication and interpersonal skills.

• Ownership and 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.

Work Conditions:

• Ready to work in shifts (APAC shift: 6:30 AM to 3:30 PM IST or EMEA shift: 12:30 PM to 9:30 PM IST).

• 2 days work from home and 3 days work from office with free transport facility for both shifts.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2413615

Relocation Package No