Customer Order Management Manager

3 days ago

Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 20,00,000 - ₹ 25,00,000 per year

The Customer Order Management Manager leads the day-to-day operations for a specified team or site, ensuring alignment with Cummins' global supply chain strategy to deliver operational efficiency and superior customer experience. The role involves designing and implementing the right organizational structure, driving process improvements, and developing team members to maximize performance.

This role requires working in the night shift (5 PM – 2 AM IST), with flexibility to support other time zones due to global team and stakeholder engagement.

Key Responsibilities

  • Lead Customer Order Management teams and build a collaborative, participative environment that maximizes team performance.
  • Ensure teams consistently demonstrate customer support excellence (empathy, compassion, support) in all interactions.
  • Contribute to local supply chain strategy, vision, and goals, ensuring employee work-plans are aligned.
  • Manage communication and interactions between global Customer Order Management stakeholders and site operations on all order processing and customer matters.
  • Develop and execute strategies between Materials and Customer Order Management functions to improve throughput and achieve financial targets.
  • Set clear, strategic direction for cross-functional initiatives to enhance the overall order life cycle and customer experience.
  • Build a customer-focused culture, directly resolving escalations and maintaining proactive relationships with global customers.
  • Develop and implement communication plans to improve daily operational efficiency.
  • Lead team participation in global system implementations and transformation projects, acting as an expert consultant.
  • Define and monitor departmental metrics to drive process improvements, set work priorities, and achieve performance targets.
  • Manage departmental budgets and Annual Operating Plan (AOP).
  • Maintain alignment with key stakeholders (Sales/Marketing, Materials, Logistics, Plants, Distribution).
  • Conduct visits with key customers to address concerns, analyze recurring issues, and drive process improvements.
  • Facilitate demand control meetings to manage forecast consumption, order prioritization, and abnormal demand.
  • Provide actionable outputs to demand planners to support integration into long-term forecasting.

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