Customer Order Management Manager

DESCRIPTION

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.

RESPONSIBILITIES

Competencies

• Balances stakeholders – Anticipates and aligns with the needs of multiple stakeholders.
• Builds effective teams – Creates cohesive teams that leverage diverse skills to meet goals.
• Collaborates – Works across functions and geographies to achieve results.
• Develops talent – Coaches and mentors individuals to meet career and organizational goals.
• Directs work – Provides clarity, direction, and removes barriers for execution.
• Ensures accountability – Holds self and team accountable to commitments.
• Manages complexity – Navigates ambiguity and complex data to solve problems.
• Plans and aligns – Prioritizes work effectively to meet organizational objectives.
• Self-development – Continuously seeks personal and professional growth.
• Values differences – Leverages cultural and perspective diversity to strengthen the organization.

Experience

• 8 - 15 years of relevant experience preferred in Customer Order Management, Supply Chain/Logistics, International Trade, and customer-facing roles.
• Prior experience managing large teams in a global setup with direct exposure to transformation initiatives.

QUALIFICATIONS

Education, Licenses, Certifications

• Bachelor's degree (or equivalent) required. Advanced education preferred.

Required Knowledge, Skills, and Experience

Knowledge/Skills

• Demonstrated experience in leading medium to large teams with multi-layer hierarchy in a matrix, global organization .
• Cross-functional exposure to Planning, Logistics, Sales, Continuous Improvement .
• Deep understanding of Aftermarket business in a global setup with complex interdependencies.
• Proven ability to lead teams through change management and transformation projects .
• Strong customer-facing skills, with demonstrated ability to resolve escalations and manage global stakeholders.
• Ability to work in a night shift (5 PM – 2 AM IST) with flexibility to adjust to global time zones.

Job Supply Chain Planning

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID

Relocation Package No