Team Leader - Order Expediting North America

ities.

• 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