Customer Order Management Manager

Description

night shift (5 PM – 2 AM IST)

• Lead Customer Order Management teams and build a collaborative, participative environment that maximizes team performance.
• Ensure teams consistently demonstrate customer support excellence (empathy, compassion, support) in all interactions.
• Contribute to local supply chain strategy, vision, and goals, ensuring employee work-plans are aligned.
• Manage communication and interactions between global Customer Order Management stakeholders and site operations on all order processing and customer matters.
• Develop and execute strategies between Materials and Customer Order Management functions to improve throughput and achieve financial targets.
• Set clear, strategic direction for cross-functional initiatives to enhance the overall order life cycle and customer experience.
• Build a customer-focused culture, directly resolving escalations and maintaining proactive relationships with global customers.
• Develop and implement communication plans to improve daily operational efficiency.
• Lead team participation in global system implementations and transformation projects , acting as an expert consultant.
• Define and monitor departmental metrics to drive process improvements, set work priorities, and achieve performance targets.
• Manage departmental budgets and Annual Operating Plan (AOP).
• Maintain alignment with key stakeholders (Sales/Marketing, Materials, Logistics, Plants, Distribution).
• Conduct visits with key customers to address concerns, analyze recurring issues, and drive process improvements.
• Facilitate demand control meetings to manage forecast consumption, order prioritization, and abnormal demand.
• Provide actionable outputs to demand planners to support integration into long-term forecasting.
  

Responsibilities

Competencies

• Balances stakeholders – Anticipates and aligns with the needs of multiple stakeholders.
• Builds effective teams – Creates cohesive teams that leverage diverse skills to meet goals.
• Collaborates – Works across functions and geographies to achieve results.
• Develops talent – Coaches and mentors individuals to meet career and organizational goals.
• Directs work – Provides clarity, direction, and removes barriers for execution.
• Ensures accountability – Holds self and team accountable to commitments.
• Manages complexity – Navigates ambiguity and complex data to solve problems.
• Plans and aligns – Prioritizes work effectively to meet organizational objectives.
• Self-development – Continuously seeks personal and professional growth.
• Values differences – Leverages cultural and perspective diversity to strengthen the organization.
  

Experience

• 8 - 15 years of relevant experience preferred in Customer Order Management, Supply Chain/Logistics, International Trade, and customer-facing roles.
• Prior experience managing large teams in a global setup with direct exposure to transformation initiatives.
  

Qualifications

Education, Licenses, Certifications

• Bachelor’s degree (or equivalent) required. Advanced education preferred.
  

Knowledge/Skills

Required Knowledge, Skills, and Experience

• Demonstrated experience in leading medium to large teams with multi-layer hierarchy in a matrix, global organization .
• Cross-functional exposure to Planning, Logistics, Sales, Continuous Improvement .
• Deep understanding of Aftermarket business in a global setup with complex interdependencies.
• Proven ability to lead teams through change management and transformation projects .
• Strong customer-facing skills, with demonstrated ability to resolve escalations and manage global stakeholders.
• Ability to work in a night shift (5 PM – 2 AM IST) with flexibility to adjust to global time zones.
  

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