Cummins Inc. Order Management Customer Service Manager in Shoreview, Minnesota

Order Management Customer Service Manager


Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Power Systems Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Shoreview, Minnesota for an Order Management Customer Service Manager. Cummins USA is where you can work on industry leading projects.

Your impact will happen in these and other ways:

  • Lead theday-to-day Order Management Customer Service operations; maximize collaborationbetween teams to create a participative environment that maximizes teamperformance.

  • Play critical, contributoryrole in developing the Supply Chain Transformation strategy, vision and goals;Ensure all site/regional initiatives & employee work-plans support thestrategy.

  • Design theappropriate organizational structure to meet business needs and maximizeresources while providing coaching, mentoring and development.

  • Manage overall communication& interaction between Global Sales staff and site Operations on all orderprocessing and customer matters.

  • Lead localDemand Foundation of Planning & Controlprocess within Synchronized Business Planning across multiple sites.

  • Mange & Lead the loadingof Orders to Acknowledgement within a 48 hour period where possible.

  • Lead to ensure we are aneasy to do business with company specifically focusing on Customer servicelevels .

  • Set Robust Individual DevelopmentPlans and work plans for the Order Management Customer Service Groups.

  • Strategize on future OrderManagement Customer Service process development at a global level.

  • Conceptualize,develop and implement strategy/tactics between Master Scheduling and Order ManagementCustomer service functions to improve overall order throughput to improve theoverall order life cycle and customer experience.

  • Set clear, strategic direction for teams to workcross-functionally with Sales, Logistics, Engineering, Materials, Production,etc.

  • to improve the overall order life cycle andcustomer experience.

  • Develop functional excellence and expand supportfor all lines of business.

  • Create and ensure a customer focused culture isin place to support a global customer base; work with customers directly onresolutions when escalated.

  • Expand “value – added “ service offerings withinSales Support function.

  • Develop a comprehensive communication plan thatfacilitates proactive interactions with global customer base to improve speed& efficiency in daily operations.

  • Orchestrate team’s involvement with Globalsystem implementations/projects and act as expert consultant for Global Order ManagementCustomer Service.

  • Own and continue to redefine departmentalmetrics; ensure full utilization of metrics/data to drive process improvementand work priorities.

  • Manage departmental budget & AOP process.

  • Ensure alignment with key stakeholders (Sales& Distributor Leaders, Plant leadership, etc), thru active participation instaff meetings, Regional Council meetings, etc.



Customer Order Management Concepts And Processes - Capable of training and coaching others in engine customer order management concepts and/or processes. Demonstrated the ability to operate proficiently in a position requiring engine customer order management concept or process knowledge.

Demand Forecasting Concepts And Processes - Understanding how customers, both external and internal, forecasts are derived. Understand the concepts of forecasting and how different market segments could lead to the use of different forecasting tools and methodologies. Understand the process to translate the forecast demand into production requirements and how the decisions need to support Cummins strategy and not just a business unit strategy.

Usage Of Demand Management Tools - Understands the workflow associated with demand management, related tools, and their capabilities.

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.

Education, Licenses,Certifications

B.S or B.A or equivalent degree required, MBA preferred


5 – 8 years customer service or supply chain experience

In depth knowledge of order management and customer service systems.

ERP system experience, Oracle preferred

Comprehensive knowledge of order entry processes, systems and overall customer support functions

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.


Primary Location United States-Minnesota-Minneapolis-US, MN, Shoreview, CPG Headquarters Victoria St

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Jul 9, 2018, 10:58:13 AM

Unposting Date Ongoing

Req ID: 180003M2