Cummins Inc. Aftermarket Order Management - Manager in Minato, Japan
Aftermarket Order Management - Manager
Our Japan operation as an exciting opportunity to offer!
The Aftermarket Order Management Manager not only has responsibilities within the Order Management Customer Service team.
The Incumbent has also responsibilities for more complex customer accounts which may require adaptation of response or extensive research according to customer needs!
More responsibilities as follows:
Plan, prioritize and schedule the team’s activities and resources to ensure continuity of service.
Reviews progress and evaluates results
Ensure that staff supports customers through proper utilization of departmental tools, systems, documentation, processes and/or procedures
Monitor the status of sales support activities to identify problem areas and adapt procedures to improve the overall performance of the team
Investigates, analyses and leads cross-functional problem-resolution and improvement initiatives with Cummins plants and external customers
Attend to more complex, escalated internal and customer inquiries on product availability, prices, delivery times, and the status of orders so that inquiries are dealt with promptly and accurately;
Liaise with functional or operational area managers to ensure that sales support activities are integrated with other parts of the business and appropriate for current and future sales activities
Has ownership of account responsibility for the most complex, large or difficult customers
Analyses customer inquiries to identify recurring user problems, recommend solutions, and to identify where customer service can be improved
Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to inquiries that are recurring or routine
Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work scheduled and targets are met within the local departmental metrics, reporting and analysis
Coordinate input from staff to develop comprehensive, proactive communications to customers
Lead local continuous improvement projects and participate in global projects
A degree in Business Studies or Business Administration
5 – 8 years of previous customers service or supply chain experience
Demonstrated experience with order management and customer service systems.
Has experience in Oracle Business Management system is preferred
Japanese language proficiency is strictly needed
Good to have skills
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.
Technical Skills - General understanding of order entry processes, systems and overall customer support functions. Knowledge of production planning and back office functions, a plus
Job SUPPLY CHAIN PLANNING
Primary Location Japan-Tokyo-To-Shinjuku-Japan, Minato-ku, CJL Office
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Jan 23, 2019, 7:53:23 AM
Unposting Date Ongoing
Req ID: 180007MZ