Cummins Inc. Customer Service Associate, Cummins Sales & Service, Pacific Region in Pasco, Washington

Customer Service Associate, Cummins Sales & Service, Pacific Region

Description

Cummins Sales & Service has supplied service and support to the Pacific Northwest and Alaska for more than 70 years as the authorized distributor of Cummins products and services. A commitment to excellence is deeply rooted in our tradition of exceptional service. Our employees are dedicated to delivering the “Best Every Time, Every Day” with the goal of earning customers for life!

We take pride in providing an unmatched high caliber of service and support for Cummins engines, generators, filters, and related products that serve the varied needs of our territory. Crucial to accomplishing this is the energy and commitment of Cummins employees to the company, but also to the communities in which we work and live.

We have an exciting opportunity in Pasco, Washington for a customer service advisor, who will help customers by offering parts and/or service in person or by phone. Other responsibilities include:

  • Assist Service Manager with the supervision of technicians

  • Coordinates and schedules technician work schedules

  • Communicates repair plans to technicians aligned with customer quotes

  • Assist Service Manager with monitoring technician productivity and repair quality.

  • Assist in providing first level of support for technicians requiring assistance and escalate technical support needs for resolution when needed.

  • Understand and model Cummins values.

  • Ability to assist managing a diverse team.

  • Ability to multitask and deliver on key performance indicators (KPIs).

  • Ability to work in a fast-paced and ever-changing environment.

  • Consistently demonstrate ability to communicate effectively, both orally and electronically.

  • Perform on-going Job Safety Observations (JSO’s) audits.

  • Assist Unit Sales and Rental activities as needed.

  • Assist cash receipts, petty cash, bank deposits, credit card transactions as needed according to policy.

  • Schedules customer work for In Shop or Mobile.

  • Performs Customer Interview utilizing the Interview Wizard.

  • Manages the work order, including customer contact during the diagnostic, quoting, repair and invoicing (or claim creation) processes and ensures that all applicable SRTs are built in the job plan.

  • Conveys parts needs by name or P/N to the Parts Professional on the shop floor.

  • Use QuickServe Online for Parts lookup, Service and Warranty Manuals and information

  • Utilize the Power Generation and Cummins Parts Catalogs, Fleetguard Cross Reference.

  • Actively involved in service center marketing and up selling.

  • Complies with all safety policies and procedures at all times

  • Performs other service or parts front counter-related duties as may be assigned.

To succeed in this role, the candidate will have the following qualifications:

  • Excellent verbal communication skills with external and internal customers.

  • Experience necessary in handling customers in a courteous and professional manner.

  • Analysis/problem solving with basic knowledge of diesel engine technology

  • PC skills for written communications.

  • Demonstrates team leadership and motivates others in a team environment.

  • Demonstrates commitment to and creative thinking for continuous improvement.

  • Ability to develop and maintain a good business relationship with customers.

  • Demonstrates ability to initiate, expedite and follow through to task completion.

  • Ability to positively react to change in environment, processes and people.

  • Ability to perform quick decisions, have a decision making process in place.

  • Experience with handling customers and internal stakeholders in a courteous and professional manner.

  • Minimum high school graduate or equivalent.

Compensation and benefits

Hourly wage commensurate with experience plus bonus. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

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 right to work using E-Verify. Cummins 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. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

Ready to take care of the customer? Apply for this opportunity and start your career with Cummins today.

Qualifications

Job SERVICE

Primary Location United States-Washington-Pasco-US, WA, Pasco, Cummins Northwest

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting Apr 27, 2017, 12:38:14 PM

Unposting Date Ongoing

Req ID: 170001XT