Customer Support Team Leader

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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

• 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.

• Shift Timing: 5:00 PM - 2:00 AM IST
• Work Mode: Hybrid
• Work from Office: Tuesday, Wednesday, Thursday
• Work from Home: Monday, Friday

• 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.