Customer Support Supervisor

2 weeks ago

Pune, India Cummins Inc. Full time

**Customer support Supervisor**

**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.

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

Coordinates input from team to develop comprehensive, proactive communications to customers

Leads local continuous improvement projects and participates in global projects

**Qualifications**

**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.

**Education, Licenses, Certifications**

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.

Must have 12-15 years of experience. managed team size of 25 team members.

Done at least 2-3 appraisal cycles at team manager.

Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput including achievement of financial targets.

Responsible for the end-to-end order life cycle for customer to ensure timely order fulfilment. Acts as single-point-of-contact for customer to resolve order processing, scheduling, and shipping queries.

Ready to work in US time zone. office timings would be 5pm to 2 am India time.

Reveiw monthly KPI's for the team & present it to stake holders / senior management on monthly basis.

Self starter, should guide, couch, mentor team to achieve organizational goals as well as individual goals.

**Job** SUPPLY CHAIN PLANNING

**Primary Location** India-Maharashtra-Pune-India, Pune, IOC Tower A

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Exempt - Experienced

**Job Posting** Feb 9, 2023, 5:54:00 AM

**Unposting Date** Feb 23, 2023, 1:29:00 PM

**Organization** Corporate

**Req ID**: 230001MS

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