Description:
DescriptionYou will make an impact in the following ways:
- Document customer inquiry information within appropriate Cummins systems
- Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)
- Resolve non-routine customer issues through understanding Cummins processes, systems and practices
- Escalate complex issues, providing documentation through process
- Understand new and existing Cummins processes, systems and practices and delivers training to new hires
- Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
- Support improvement projects intended to improve customer experiences and organizational goals.
- Ad hoc participation in projects and pilot programs as they come up
- Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader.
- Determining applicable coverages, account availability and payment terms
- Processing invoices as required for cash sale customers
- Processing warranty and policy claims
- Scheduling and planning
NOTE:
Standard Shift: Mon-Fri 07:00 – 16:00
On- Call Roster 1:4 weeks
Reasonable overtime as required
Responsibilities
Critical Competencies:
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Qualifications
Additional Information
This role requires significant previous relevant work experience
Prior technical and customer service experience is required
The ideal candidate has a good understanding of both the Quickserve process and experience with Warranty processing