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Customer Order Management Manager
2 months ago
DESCRIPTION
Key Responsibilities:
Leadership and Team Management : Leads Customer Order Management teams; maximizes collaboration between teams to create a participative environment that maximizes team performance.
Customer Support Excellence : Ensures Customer Order Management teams continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions.
Strategic Contribution : Contributes to the development of the local Supply Chain strategy, vision, and goals with the site leader; ensures all employee work-plans support this strategy.
Stakeholder Management : Manages overall communications and interactions between global Customer Order Management stakeholders and site operations on all order processing and customer matters.
Operational Efficiency : Conceptualizes, develops, and implements strategy/tactics between Materials and Customer Order Management functions to improve overall order throughput and meet financial targets.
Customer Focus : Creates and ensures a customer-focused culture is in place to support a global customer base; works with customers directly to resolve escalated queries.
Communication and Implementation : Develops a comprehensive communication plan that facilitates proactive interactions with the global customer base to improve efficiency in daily operations.
Metrics and Process Improvement : Owns and continues to redefine departmental metrics; ensures full utilization of metrics/data to drive process improvement and work priorities.
Budget Management : Manages departmental budget and Annual Operating Plan (AOP) process.
Demand Control : Facilitates demand control meetings to drive decision-making on forecast consumption, including drops/rolls and customer order prioritization; management of demand control analytics.
RESPONSIBILITIES
Experience:
Functional Understanding : Understanding of multiple functions to collaborate and communicate effectively across a wide range of stakeholders & functions, including global teams (, Sales/Marketing, Materials, Logistics, Plant/Warehouse, Distribution, Sourcing, Engineering).
Operational Execution and Planning : Strong focus on meeting financial targets while maximizing operational efficiency and driving continuous improvement with quality systems to achieve KPIs.
IT Systems Proficiency : Understanding/implementation of IT systems and data-based decision-making (, Sales Force, Oracle, One Cummins, Power BI).
Customer Support : Demonstrate customer support excellence and develop a customer-focused culture (compassion, empathy, support). Manage customer escalations appropriately.
Leadership : Exhibits leadership behaviors including strategic thinking/alignment, coaching, mentoring/development.
Goal Setting : Strategic A3/Planning, defining departmental metrics and measurement systems.
Quality Management : Quality Management System (QMS) setup and audits.
Significant level of experience required. 5-7 years of relevant experience preferred. Customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
Competencies:
Balances Stakeholders : Anticipating and balancing the needs of multiple stakeholders.
Builds Effective Teams : Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
Develops Talent : Developing people to meet both their career goals and the organizations goals.
Directs Work : Providing direction, delegating, and removing obstacles to get work done.
Ensures Accountability : Holding self and others accountable to meet commitments.
Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Plans and Aligns : Planning and prioritizing work to meet commitments aligned with organizational goals.
Self-Development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.
QUALIFICATIONS
Education : College, university, or equivalent degree required.