Customer Support Team Leader
Cummins Turbo Technologies
DESCRIPTION
The Customer Order Management Specialist is responsible for managing the end-to-end order life cycle for assigned customer accounts to ensure timely, accurate, and high-quality order fulfilment. This role acts as the single point of contact for customers, resolving order processing, scheduling, shipping, and service-related queries while delivering a consistently positive customer experience. The role also includes leading and supporting customer query operations, coordinating with cross-functional teams, and driving continuous improvement in customer order management processes.
Key Responsibilities Customer Order & Query Management
Manage the complete order life cycle for assigned customers, including order entry, modifications, invoicing, credits/debits, and logistics documentation.
Act as the single point of contact for customer inquiries, order status requests, and escalations; manage escalations through to closure.
Provide consultative support to customers on lead times, availability, order status, policies, and minor technical or process-related queries.
Demonstrate customer support excellence, including compassion, empathy, and professionalism in all customer interactions.
Customer Query Team Leadership & Operations
Lead and oversee the Customer Query team responsible for handling customer inquiries and service-related escalations.
Manage daily operational activities such as workload allocation, queue monitoring, SLA adherence, and first-level escalation support.
Monitor team performance using metrics such as query volumes, aging, and resolution turnaround times.
Ensure timely, accurate, and professional responses aligned with customer expectations and Cummins standards.
Cross-Functional Collaboration
Liaise with internal teams including Order Management, Planning, Production, Materials, Logistics, Finance, Sales, Warehouse, and Distribution to resolve complex customer queries and ensure smooth order throughput.
Coordinate closely with planning and logistics teams to meet delivery commitments and financial targets.
Support customer visits and strengthen customer relationships through proactive engagement.
Continuous Improvement & Customer Centricity
Support departmental goals to build a proactive, customer-centric organization.
Develop, document, and enhance standard administrative practices related to customer communication and order processing.
Identify improvement opportunities and develop proactive customer communications related to processes, policies, and best practices.
Participate in continuous improvement and transformation initiatives.
RESPONSIBILITIES
Skills & Competencies
Core Skills
Strong communication skills with the ability to engage effectively across multiple audiences.
Excellent prioritization, problem-solving, and decision-making capabilities in a customer-facing environment.
Ability to manage complexity and high volumes of transactional and customer data.
Strong customer focus with a commitment to delivering customer-centric solutions.
Proven ability to drive results, even under tight timelines and pressure.
Functional & Behavioral Competencies
Customer Support & Order Life Cycle Knowledge
Order Processing & Systems Knowledge
Collaboration and cross-functional partnership
Effective multi-mode communication
Continuous learning and self-development
Valuing differences and working effectively across cultures and regions
Experience
Required
7-8 years of experience in customer order management, customer support, supply chain, logistics, or related customer-facing roles.
Minimum 2–3 years of people management or team leadership experience in customer support, order management, or O2C environments.
Experience monitoring team performance using operational and service metrics.
Nice to Have
Experience working with CRM or case management tools.
Exposure to global or regional customer support operations.
Experience with international trade or global supply chain environments.
Work Arrangement
Shift Timing: 5:00 PM – 2:00 AM IST
Work Mode: Hybrid
Work from Office: Tuesday, Wednesday, Thursday
Work from Home: Monday, Friday
QUALIFICATIONS
Qualifications
College, university, or equivalent bachelor’s degree required.
Experience in customer order management, customer-facing roles, supply chain, logistics, or order-to-cash (O2C) environments.
100% On-Site No
As Cummins continues to grow, you'll be provided with continuous learning opportunities, supportive benefits and a culture that values your wellbeing, safety and work-life balance. Here, you'll have the power to determine your future with innovative technology, a focus on sustainability and with a company positioned for long-term growth.