Customer Services Manager - Supply Chain at Cummins Inc.

Job description

• Sales Support Leads have advanced experience along with supervisor responsibilities within the Order Management Customer Service team. The Lead also has account responsibility for more complex customer accounts which may require adaptation of response or extensive research according to customer needs.
• Plan, prioritize and schedule the team’s activities and resources to ensure continuity of service.
• Reviews progress and evaluates results
• Ensure that staff supports customers through proper utilization of departmental tools, systems, documentation, processes and/or procedures
• Monitor the status of sales support activities to identify problem areas and adapt procedures to improve the overall performance of the team
• Investigates, analyzes and leads cross-functional problem-resolution and improvement
• initiatives with Cummins plants and external customers
• Answer more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquires are dealt with promptly and accurately;
• Liaise with functional or operational area managers to ensure that sales support activities are integrated with other parts of the business and appropriate for current and future sales activities
• Own account responsibility for the most complex, large or difficult customers
• Analyze customer inquiries to identify recurring user problems, recommend solutions, and to identify where customer service can be improved
• Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to inquiries that are recurring or routine
• Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work scheduled and targets are met
• Own local departmental metrics, reporting and analysis
• Coordinate input from staff to develop comprehensive, proactive communications to customers
• Lead local continuous improvement projects and participate in global projects
• Answer more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquires are dealt with promptly and accurately

Skills

• Foster Open Communication - Demonstrated results indicating deep knowledge of fostering open communication. Expresses reactions and opinions without intimidating others. Actively encourages others to express their honest views, even contrary ones and listens actively to all viewpoints. Encourages others to share information in an organized and effective manner. Must possess strong oral and written communication skills.
• Manage Execution - Must have strong ability to multitask and prioritize based on customer demands and workload.
• Coach and Develop - Some knowledge or awareness about coach and developing others. Participates as a receiver of structured coaching and development processes and tools.
• Establish Plans - Solid understanding of how to establish plans. Develops plans that are thorough, realistic, and effective in meeting goals. Uses basic tools, processes and systems to document work clearly .Integrates planning efforts across work units. Translates objectives into clear tactics for execution. Integrates customer feedback into the process.
• Technical Skills - General understanding of order entry processes, systems and overall customer support functions. Knowledge of production planning and back office functions, a plus

Education, Licenses, Certifications

B.S or B.A

Experience

• 5 – 8 years of previous customers service or supply chain experience
• Demonstrated experience with order management and customer service systems. Oracle preferred
• Become a Super user in GOMS (Global Order Management System) and participate in Regression Testing quarterly to improve processes.
• Utilise and understand the WMS (Warehouse Management System), Red Prairie
• Build a strong relationship with the Filtration Manufacturing Plant, internal (Suppliers and different departments internally) and external customers (Cummins DBU and Filtration customers) as well as the 3rd Party Logistics team.
• Engages with the distribution channel and cross functionally to build collaborative relations.
• Empowered to take decisions about daily operations: open order board, priorities for picking/allocation by customer, end of month sales coordination, First Ship Fill (FSF), First pass Fill Rate (FPF) investigation & follow up
• Inform the CSR’s and customer of all Cummins’ services, including training and administrative support for the customers on the Cummins on-line ordering tool WebParts (Super user) and other channels (e.g. Electronic Data Interface) to ensure the optimum service meeting the customers’ needs.
• Make sure all necessary documents are complete and handed over to the 3rd part logistics partner to guarantee a smooth delivery to the customer
• Ensure proper record retention/archiving of all documents. Participate and provide information to Internal and External auditors.
• Act as contact person for other departments and customers to respond to questions or escalate issues if needed.
• Coordinate the corrective actions if one of the KPI’s (FSF, order intake, order types …) is out of control for his/her team.
• Provide price quotations and container/airfreight volumes on customers demand.