Team Leader - Order Expediting North America
Cummins India
Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
Description
Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries.
Key Responsibilities
Qualifications:
Education, Licenses, Certifications
Experience:
Functional Skills:
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2413464
Relocation Package No
Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries.
Key Responsibilities
- Lead a team of 5+ employees for Order Management Representatives/Specialists in the North America Region (Preferred).
- 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.
- 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.
Qualifications:
Education, Licenses, Certifications
- Bachelor's degree or equivalent required.
- This position may require licensing for compliance with export controls or sanctions regulations.
- 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.
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.
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.
- Learning attitude (Must have learned something new in recent past).
- Prioritization & Working under pressure (Must have).
- Communication (Basic level).
- Manufacturing, Automotive (Preferable).
- Business English (written and oral).
- 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.
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2413464
Relocation Package No
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