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.

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.