Manager - Order Expediting North America

Job Summary:

Responsible for leading a team of Customer Order Management Representatives/Specialists for assigned customer accounts/regions to maintain operational efficiency to meet customer needs

Key Responsibilities:

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

**Key Responsibilities:**
- Lead a team of 20+ employees for North America Customer Order Management Representatives/Specialists
- Plan, prioritize, and schedule team activities for efficiency.
- Review progress and evaluate results for continuous improvement.
- Ensure customer support excellence in all interactions.
- Utilize departmental tools, systems, and processes effectively.
- Monitor team performance and adapt procedures for improvement.
- Lead cross-functional problem-resolution initiatives.
- Address complex inquiries promptly and accurately.
- Liaise with other departments to integrate activities.
- Analyze customer inquiries and recommend process improvements.
- Develop problem-solving guidelines and materials.
- Own departmental metrics, reporting, and analysis.
- Coordinate team input for proactive customer communications.
- Lead local and participate in global continuous improvement projects.

**Qualifications & Experience:**
- Bachelors degree or equivalent required.
- 10+ years of experience in supply chain/Order Management, including leadership and people management.
- Experience in managing a team of 20+ employees preferred.
- Experience in high impact continuous improvement or Six Sigma projects preferred.
- Proficiency in Microsoft Office Suite and presentation skills.
- Intermediate level of relevant work experience required preferably in consulting or shared services industry, working with North America region
- 10+ years of experience in customer order management, supply chain/logistics, and international trade preferred.

**Skills:**
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills. Ownership & self drive for value addition.
- Analytical and problem-solving abilities.

- Ability to adapt and thrive in a fast-paced environment.
- Ability to work collaboratively with all stakeholders.
- To work in night shift (5 PM IST to 2 AM IST) with 2 days work from home & 3 days work from office with free transport facility.

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 organization s 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.

Education, Licenses, Certifications:
College, university, or equivalent degree required.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Intermediate level of experience required. 8-10 years of relevant work experience preferred.
Customer order management; customer facing; supply chain/logistics; international trade experience preferred.