Job Description

DESCRIPTION

Key Responsibilities:

Lead, motivate, and develop a high-performing team to deliver exceptional customer service. Oversee the processing of new subscriptions, renewals, upgrades, and cancellations. Ensure timely resolution of escalated customer issues, providing thorough documentation. Monitor and analyze team performance using KPIs, providing regular coaching and feedback. Collaborate with cross-functional teams such as sales, billing, and customer support to ensure seamless subscription management. Identify and implement process improvements to enhance efficiency and customer satisfaction. Prepare and present reports on subscription metrics and team performance to management. Ensure compliance with company policies and regulatory requirements related to subscriptions. Build professional relationships with customers to increase loyalty to Cummins products. Document customer interactions accurately within Cummins systems. Support quality improvement initiatives and meet response targets. Participate in continuous improvement activities and understand contact center policies and procedures.

RESPONSIBILITIES

Qualifications:

Master's degree in Business Administration, Marketing, Operations, or a related field preferred. This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

Collaborates:

Builds partnerships and works collaboratively with others to meet shared objectives.

Communicates effectively:

Delivers clear and tailored communications for different audiences.

Customer focus:

Builds strong customer relationships and delivers customer-centric solutions.

Manages complexity:

Makes sense of complex information to solve problems effectively.

Manages conflict:

Handles conflict situations calmly and productively.

Optimizes work processes:

Identifies and implements the most efficient processes with a focus on continuous improvement.

Situational adaptability:

Adapts approach and demeanor to match shifting demands.

Service Capability, Capacity and Coverage:

Understands customer expectations and priorities, ensuring capable and consistent service through qualified resources.

Values differences:

Recognizes and appreciates diverse perspectives and contributions.

QUALIFICATIONS

Skills and Experience:

Minimum of 7-8 years of work experience, including 3-5 years in customer service, operations management, or related roles. Proven experience in a supervisory or team leadership position. Strong communication and interpersonal skills. Ability to motivate, coach, and develop a high-performing team. Detail-oriented with strong problem-solving and conflict-resolution abilities. Proficient with subscription management software, CRM tools, and familiar with customer call platforms (e.g., Genesys, Omnichannel, Salesforce). Familiarity with analytics tools to monitor and report on key metrics. Strong leadership qualities with an adaptable, collaborative approach. Comfortable working in 24x7 operations, primarily during night shifts.

Job

Service

Organization

Cummins Inc.

Role Category

Hybrid

Job Type

Exempt - Experienced

ReqID

2416592

Relocation Package

Yes