Supervisor - Cummins Care Operations

Job Summary:

Provide support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums.

Key Responsibilities:

Document customer interactions information within Cummins. Build a professional relationship with customers to increase loyalty in the Cummins products. Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax). Resolve customer issues through a broad understanding of Cummins processes, systems, and practices. Escalate more complex issues providing documentation through process. Support quality improvements and response targets. Participates in continuous improvement activities. Understands contact center policies and procedures.

Parts Support

Lead, train, and motivate a team of customer care executives and calling agents.

Conduct regular performance reviews and implement development plans to enhance team efficiency.

Ensure the delivery of exceptional customer service through effective query resolution and process adherence.

Develop strategies to improve customer satisfaction and reduce response times.

Assistance with order information related to the sale of all aftermarket products including but not limited to: parts availability, pricing, order entry, order status, invoice information, etc

Monitor daily operations, including call volumes, service levels, and response rates.

Optimize call handling processes, including inbound call strategies.

Implement technologies and tools to streamline customer care operations.

Track KPIs such as customer satisfaction scores, first call resolution rates, and average handling times.

Analyze data to identify trends, gaps, and opportunities for improvement.

Capability to communicate across distribution functions and nodes to aid in order management activities to handle customer requests

Provide insights and feedback to internal teams based on customer interactions.

Qualifications:

Bachelor s degree, Management, or a related field (MBA preferred).

Proven experience (5+ years) in customer service or call center management, with at least -3-4 years in a Team management role.

Strong leadership and people management skills.

Excellent communication, problem-solving, and conflict resolution abilities.

Proficiency in ERP tools, Microsoft excel, Power-Bi.

Ability to analyze data and implement actionable insights.

Skills and Competencies:

Customer-centric approach with a focus on quality and satisfaction.

Strategic thinking and ability to manage complex operations.

Knowledge of industry best practices in customer care and call management.

Strong organizational and time-management skills.

Adaptability to work in a fast-paced and dynamic environment.

Competencies:
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.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
Demonstrated role competence is required. College, university, or equivalent Bachelors degree in relevant discipline is preferred.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Minimal relevant work experience required.