DESCRIPTION
We are looking for a talented Uptime Services Representative to join our team specializing in Service in Florence, KY.
In this role, you will make an impact in the following ways:
- Accurate Documentation : By meticulously recording customer interactions, you'll ensure that all relevant information is captured, aiding in future reference and improving service quality.
- Customer Loyalty : Building strong, professional relationships with customers will enhance their trust and loyalty towards Cummins products, fostering long-term customer retention.
- Prompt Assistance : Providing timely support through various communication channels will enhance customer satisfaction and demonstrate Cummins' commitment to excellent service.
- Issue Resolution : Leveraging your comprehensive understanding of Cummins' processes and systems, you'll effectively resolve customer issues, ensuring a smooth and positive experience.
- Effective Escalation : By documenting and escalating complex issues appropriately, you'll ensure that they are addressed by the right teams, leading to quicker and more efficient resolutions.
- Quality Improvement : Supporting quality improvement initiatives and meeting response targets will contribute to the overall enhancement of service standards and operational efficiency.
- Continuous Improvement : Participating in continuous improvement activities will help identify and implement better practices, driving ongoing enhancements in customer service.
- Policy Adherence : Understanding and adhering to contact center policies and procedures will ensure compliance and consistency in service delivery, maintaining high standards of operation.
RESPONSIBILITIES
To be successful in this role you will need the following:
- Collaboration : Build strong partnerships and work collaboratively with colleagues and customers to achieve shared goals. Effective teamwork will be crucial in meeting objectives and delivering exceptional service.
- Effective Communication : Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences. This will ensure that everyone understands the information and can act on it appropriately.
- Customer Focus : Establish and maintain strong relationships with customers by delivering solutions that meet their needs. A customer-centric approach will help in building loyalty and trust.
- Complexity Management : Navigate and make sense of complex and sometimes contradictory information to solve problems effectively. Your ability to manage complexity will be vital in providing accurate and efficient solutions.
- Conflict Management : Handle conflict situations calmly and effectively, minimizing disruption and maintaining a positive environment. This skill will help in resolving issues quickly and maintaining good relationships.
- Process Optimization : Identify and implement the most efficient processes to get things done, with a focus on continuous improvement. This will enhance productivity and service quality.
- Situational Adaptability : Adapt your approach and demeanor in real-time to meet the changing demands of different situations. Flexibility will be key in responding to various challenges and opportunities.
- Service Capability, Capacity, and Coverage : Apply this process to understand customer expectations and business priorities. Use service capability metrics to identify and resolve development opportunities within the service network, ensuring consistent and high-quality service.
- Valuing Differences : Recognize and appreciate the value that diverse perspectives and cultures bring to the organization. Embracing diversity will enhance team dynamics and innovation.
Education, Licenses, Certifications:
- Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
- Minimal relevant work experience required.
QUALIFICATIONS
Additional Information:
Preferred Qualifications:
- Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
- Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
- Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.
- Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
Preferred Experience:
- 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
- Effective written and oral communication skills are a must.
- Proficient with Microsoft Office, including Excel and Access.
- Salesforce Service Cloud experience is highly preferred.
- Problem resolution with the ability to handle multiple tasks simultaneously in a fast-paced call center environment.
- Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.
- Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.
- Provide back-up support of other Uptime Services Representatives.
- The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.
- A hybrid schedule option is available after the initial 120 days in the office is complete.
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
Min Salary $56000
Max Salary $84000
ReqID 2407316
Relocation Package No
Cummins and E-Verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.
