Customer Support Supervisor, APAC
DESCRIPTION
We are looking for a talented Customer Service Supervisor to join our team specializing in Customer Support Operations for APAC Aftermarket Team in Derrimut, Victoria, Australia.
In this role, you will make an impact in the following ways:
- 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.
RESPONSIBILITIES
To be successful in this role you will need the following:
- 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.
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.
QUALIFICATIONS
- 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
- Maximize 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.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2421580
Relocation Package No
100% On-Site No