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