Job Title

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, highquality support across multiple channels. Key Responsibilities Lead the daytoday 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 crossfunctional 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 highperforming 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 problemsolving skills to manage complex customer inquiries and operational challenges. Ability to work crossfunctionally and maintain strong relationships across departments. Organized and handson approach with the ability to prioritize and adapt in fastpaced 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 realtime 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 crossfunctionally 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