Customer Service Team Leader

DESCRIPTION

We are looking for a talented Customer Service Team Leader to join our team, specialising in Supply Chain Planning for our Drivetrain & Braking Systems EU Aftermarket Department in Redditch, United Kingdom.

This permanent role offers a hybrid working schedule: Week 1 - Monday and Tuesday in the office; Week 2 - Monday, Tuesday, and Wednesday in the office. The training period requires five days a week in the office.

In this role, you will make an impact in the following ways:

• Lead and develop your team: Guide and evaluate Customer Order Management staff to ensure effective resource use and achievement of targets.
• Plan and prioritise: Schedule and prioritise team activities to ensure continuity of service and review progress regularly.
• Ensure customer support excellence: Foster a culture of compassion, empathy, and support in all communications and interactions.
• Monitor and improve performance: Identify problem areas and adapt procedures to enhance team performance.
• Handle complex inquiries: Address escalated internal and customer inquiries promptly and accurately.
• Collaborate with other departments: Ensure Customer Order Management activities are integrated with other parts of the business.
• Analyse and improve processes: Identify recurring customer inquiries, recommend solutions, and track improvements to closure.

RESPONSIBILITIES

To be successful in this role, you will need the following:

• Pro-active problem solving: Take initiative to identify and resolve issues before they escalate. This will help maintain a smooth workflow and demonstrate your leadership capabilities.
• Effective communication: Clearly convey information and expectations to your team and stakeholders. This ensures everyone is on the same page and can work efficiently towards common goals.
• Multi-tasking and managing under pressure: Juggle multiple tasks and projects simultaneously while maintaining a positive team environment. Your ability to stay organised and calm under pressure will be crucial.
• Strong leadership and collaboration: Provide direction, delegate tasks, and remove obstacles to get work done. Build effective teams by fostering partnerships and working collaboratively to meet shared objectives.

QUALIFICATIONS

Education/Experience:

• Intermediate experience in supply chain and customer service is essential.
• Additional experience in customer order management, customer-facing roles, supply chain/logistics, and international trade is preferred.
• Experience working in a fast-paced, customer-focused organisation is preferred.

This position may require licensing for compliance with export controls or sanctions regulations.

At Cummins, we are committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified individuals, regardless of race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, and/or expression, or any other status protected by law. As a disability confident employer, we strive to make our recruitment process as accessible as possible. If you require any reasonable adjustments to accommodate a health condition or disability, please let us know. Your journey with us matters!

Job: Supply Chain Planning

Organization: Cummins Inc.

Role Category: Hybrid

Job Type: Exempt - Experienced

ReqID: 2412980

Relocation Package: No