Customer Support Supervisor, APAC

Vor 2 Tagen

Canberra, Österreich Cummins Asia Pacific Vollzeit

Customer Support Supervisor, APAC – Cummins Asia Pacific Location: Derrimut, Victoria, Australia Overview We are looking for a talented Customer Service Supervisor to join our team specializing in Customer Support Operations for the APAC Aftermarket Team. You will play a pivotal role in leading the Australian Customer Service team and ensuring efficient, high‑quality support across multiple channels. Key Responsibilities Lead the day‑to‑day operations of the Australian Customer Service team. Oversee case management in Salesforce Service Cloud and call routing through Amazon Connect, ensuring inquiries are handled promptly and professionally. Monitor team performance against key service metrics, coach and support representatives, and provide feedback for continuous improvement. Act as the local connection point between Customer Service, Operations, Supply Chain, and Sales, maintaining strong cross‑functional communication. Prioritize issues, guide the team through busy periods, and keep communication flowing between departments and global leadership, especially across time zones. Recruit, train, and schedule team members while fostering a collaborative and high‑performing environment. Qualifications College, university, or equivalent degree in a relevant discipline OR equivalent experience. Strong leadership and team management skills with experience supervising customer service operations. Proficiency in Salesforce Service Cloud and familiarity with call center technologies (e.g., Amazon Connect). Excellent communication and problem‑solving skills to manage complex customer inquiries and operational challenges. Ability to work cross‑functionally and maintain strong relationships across departments. Organized and hands‑on approach with the ability to prioritize and adapt in fast‑paced environments. Commitment to health and safety standards and continuous improvement. Drive activities to help achieve Cummins Drivetrain and Braking Systems (CDBS) Aftermarket Customer Satisfaction (CSAT) goals and address customer feedback. Actively manage real‑time phone/email/chat Service Levels to achieve daily and monthly targets. Maximise user adoption and the value of CRM system to efficiently and accurately manage customer interactions and service. Work cross‑functionally across the business to improve business outcomes. Equal Employment Opportunity Cummins is an equal employment opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons, without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. If you require any reasonable adjustments to accommodate a health condition or disability, please let us know. Your journey with us matters. #J-18808-Ljbffr

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