Customer Demand & Service Manager chez Cummins Inc.
Cummins Inc. · Rocky Mount, États-Unis d'Amérique · Hybrid
- Professional
- Bureau à Rocky Mount
We are looking for a talented Customer Order Management Supervisor to join our team specializing in Supply Chain Planning in Rocky Mount, NC.
In this role, you will make an impact in the following ways:
- Drive Operational Excellence
By planning, prioritizing, and scheduling team activities, you'll ensure seamless service delivery and consistent customer satisfaction. - Empower and Develop Your Team
Through coaching, performance evaluations, and development plans, you’ll build a high-performing team that meets and exceeds targets. - Champion Customer-Centric Culture
You’ll instill a culture of empathy, compassion, and proactive support, ensuring every customer interaction reflects excellence. - Optimize Tools and Processes
By ensuring proper use of systems, documentation, and procedures, you’ll enhance efficiency and reduce errors in order management. - Lead Problem-Solving Initiatives
You’ll identify recurring issues, lead cross-functional resolutions, and implement sustainable improvements that benefit both customers and internal teams. - Own and Improve Performance Metrics
By tracking KPIs and analyzing trends, you’ll identify opportunities for improvement and drive initiatives that elevate team performance. - Enhance Cross-Functional Collaboration
You’ll act as a bridge between Customer Order Management and other departments, ensuring alignment and integration across the business. - Drive Continuous Improvement
Through local and global projects, you’ll lead innovation efforts that streamline operations, improve customer experience, and future-proof the department.
Responsibilities
To be successful in this role you will need the following:
- Stakeholder Awareness & Balance
Understand the priorities of internal teams, customers, and leadership—and make decisions that align with the broader business while addressing competing needs. - Team Building & Identity
Create a strong team culture where individuals feel valued, empowered, and united around shared goals. Leverage diverse perspectives to drive innovation and performance. - Collaborative Mindset
Build trust-based partnerships across departments and geographies. Foster open communication and shared accountability to achieve cross-functional success. - Talent Development Focus
Invest in your team’s growth by identifying strengths, providing stretch opportunities, and aligning development plans with both individual aspirations and business needs. - Clear Direction & Delegation
Set clear expectations, delegate effectively, and remove roadblocks so your team can execute confidently and independently. - Accountability Culture
Model accountability in your own work and hold others to commitments. Use feedback and performance data to drive continuous improvement. - Complexity Management
Navigate ambiguity and high-volume information by identifying patterns, simplifying processes, and making sound, data-informed decisions. - Strategic Planning & Alignment
Prioritize initiatives that align with organizational goals. Ensure your team’s work ladders up to broader business objectives and delivers measurable impact.
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.
- 3-5 years of relevant work experience preferred.
- Customer order management; customer facing; supply chain/logistics; international trade experience preferred.
Qualifications
Additional Information:
- This role is 100% onsite, 5 days a week
- Leads a team of Customer Service Representatives (CSR)/Outbound Coordinators (OBC) to ensure customer demand is met in a timely manner and with customers' expectations to minimize customer's escalations.
- Leads a team of Production Schedulers to ensure smooth, efficient, and prioritize production plans and updates are in place for Plant Operations Team to meet customers' demand and priorities.
- Leads a team of Order Compiling Analysts to ensure shop orders are processed and compiled to the product configurations to minimize order errors and delays.
- Leads and presents as the first escalation point/leader for customers' inquiries and advocates in the balance between voices/demand from customers and our plant.
- Liaises with central corporate First Fit Planning function to ensure production scheduling and central planning are in sync.
- Facilitates cross-functional efforts to protect production continuity and customer demand fulfillment.
- Excellence in verbal and written communication, strong sense of responsibility and time sensitivity, composure in facing escalations are required soft skills for excelling in this role.
- Good data analytics skills and ability to learn basic technical concepts on the job are also required.
Compensation:
Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.
Company
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
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