Customer Order Management Supervisor

Job description

The Customer Order Management Supervisor is responsible for leading a team of Customer Order Management Representatives/Specialists for assigned customer accounts or regions, ensuring operational efficiency and exceptional customer service. This role oversees the end-to-end customer order lifecycle, ensuring timely and accurate order fulfillment while serving as a key escalation point for customer and internal stakeholder issues. The position drives process excellence, continuous improvement, and cross-functional collaboration to meet customer and business objectives. Key Responsibilities • Lead, direct, coach, and develop a team of Customer Order Management Representatives/Specialists to ensure effective resource utilization, achievement of service targets, and high team performance. • Plan, prioritize, and schedule team activities and resources to maintain continuity of service and meet customer commitments. • Oversee the complete order lifecycle, including order entry, modifications, scheduling, invoicing, shipping coordination, and documentation. • Ensure customer order management teams consistently deliver exceptional customer support with professionalism, empathy, and responsiveness in all interactions. • Act as the primary escalation point for complex customer and internal inquiries related to product availability, pricing, delivery schedules, and order status. • Monitor order management activities to identify issues, bottlenecks, and risks; implement corrective actions to improve team performance and service quality. • Collaborate with cross-functional teams including production, planning, sales, logistics, and supply chain to ensure seamless order execution and fulfillment. • Investigate recurring customer issues, analyze root causes, and lead problem-resolution initiatives with internal stakeholders and external customers. • Develop and maintain problem-solving guidelines, checklists, and standard operating procedures to support efficient handling of recurring inquiries. • Own and manage departmental metrics, reporting, and performance analysis; conduct regular reviews to monitor KPIs and alignment with business goals. • Drive continuous improvement initiatives to enhance process efficiency, service quality, and overall operational effectiveness. • Coordinate proactive customer communications regarding order status, delays, changes, and resolutions. • Build strong stakeholder relationships by ensuring transparent communication, alignment, and trust across customers, leadership, and internal teams. • Manage and resolve conflicts within the team and across stakeholders to maintain smooth business operations. • Participate in local and global projects supporting customer experience and operational excellence initiatives. Skills • Strong leadership and people management skills with the ability to coach and develop high-performing teams. • Excellent customer service and stakeholder management capabilities. • Strong analytical and problem-solving skills with the ability to manage complex situations. • Effective communication and interpersonal skills across all organizational levels. • Strong conflict resolution and decision-making capabilities. • Ability to manage multiple priorities in a fast-paced environment. • Knowledge of order management systems, supply chain processes, and logistics operations. • Proficiency in performance reporting, KPI tracking, and data analysis. • Continuous improvement mindset with experience in process optimization. Competencies • Balances Stakeholders – Anticipates and balances the needs of multiple stakeholders. • Builds Effective Teams – Builds strong teams that leverage diverse skills and perspectives. • Collaborates – Builds partnerships and works collaboratively to achieve shared objectives. • Develops Talent – Develops team members to support career growth and organizational success. • Directs Work – Provides direction, delegates responsibilities, and removes barriers. • Ensures Accountability – Holds self and others accountable to commitments. • Manages Complexity – Effectively solves problems involving high-volume and complex information. • Plans and Aligns – Prioritizes work to meet commitments aligned with organizational goals. • Self-Development – Actively seeks opportunities for continuous learning and growth. • Values Differences – Recognizes and values diverse perspectives and cultures. Experience • Intermediate level experience required. • 3–5 years of relevant professional experience preferred. • Experience in customer order management, customer-facing operations, supply chain, logistics, or international trade preferred. • Previous experience leading teams in Order Management or related operational functions preferred. • Experience managing escalations, stakeholder communication, and process improvement initiatives is highly desirable. Qualifications • College, university, or equivalent degree required. • Degree in Supply Chain, Business Administration, Operations, Logistics, or related field preferred. Job Supply Chain Planning Organization Cummins Inc. Role Category On-site with Flexibility Job Type Exempt - Experienced ReqID 2432143 Relocation Package No 100% On-Site No