Posted by Cummins is an American Fortune 500 corporation that designs, manufactures, and distributes engines, filtration, and power generation products, Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.
Customer Service Representative, Repair Logistics
Description:
The primary responsibility of this position is to work with an elite group of Cummins customers on non-scheduled repairs. Customer services skills with these positions is key! This position requires a lot of documentation so someone who can type quickly with minimal spelling errors would be the most successful in this role. Someone also who can “talk the talk” with the equipment they will be coordinating repairs on would be the most successful.
The responsibilities of this role include, but are not limited to the following:
Document customer interactions information within Cummins, strengthening the link between the customer and the factory
Build a professional relationship with customers to increase loyalty in the Cummins’ products
Ability to maintain professionalism with composure and resilience
Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate
Resolve less common customer issues through a broad understanding of Cummins products, processes, systems, and practices
Ability to work in a cross-functional organization, building relationships and managing conflict with customer
Ability to escalate internally and externally as required providing documentation throughout process
Contribute to the development of customer and knowledge database(s) by accurately and consistently recording customer contact information and Frequently Asked Questions (FAQ)
Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care
Assist with coordination of product information between business units, distributors, end users, etc.
Support contact center quality improvements and response targets
Support Six Sigma as a team member and input ideas into hopper
Actively seek out technical and logistical issues with repair events and resolve them in the interest of customer downtime.
Ability to be flexible with time constraints and scheduling if applicable
Qualifications
Minimum of a High School Diploma is required. An Associate’s or Bachelor’s degree is a plus.
Please note that if someone has just the HSD, they must have at least a minimum of 5 years’ experience in customer service.
Skills
Strong communication skills with proficiency in the application of customer service knowledge/skill set in a wide range of work situations
Practical experience interacting with customers providing technical direction
Ability to interpret troubleshooting trees to provide assistance to customers
Ability to manage conflict and diffuse situations to provide optimal resolution
Should possess Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism
Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc.
Able to advise of status at any time throughout the process of customer experience
Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers
Required Computer / Telephone Skills:
Familiar with computer related programs such as Microsoft Suite (Word, Excel, Power Point, etc)
Able to type 30 WPM
Able to perform with limited to no guidance effectively with Telephony System and Telephony Quality. Compliance by providing documentation for each contact
Basic/Foundational understanding of Telephony reporting measures
Understanding of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie and /or Citrix) and ability to run reporting measures
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