Cummins Inc. Customer Service Associate in Coburg, Oregon
Customer Service Associate
Extraordinary Technology Requires Extraordinary People!
Our Distribution business delivers reliable, durable, high performing products for our global partners. You are key to our customers’ success. Working with industry leading technology and diagnostic tools, you’ll deliver solutions that build your knowledge base and fuel your career.
Cummins Sales and Service is looking for an experienced Customer Service Associate (CSA) for the Coburg Service Center. The CSA is a front-line position and is responsible for delivering dependable solutions through Customer Support Excellence by offering parts and/or a dependable service event for the customer solution.
Key responsibilities to include:
Initiates contact with the customer either in person or over the phone.
Schedules customer work for In Shop or Mobile.
Interviews customer to understand full scope of customer problem.
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.
Coordinates and schedules technician work schedules.
Communicates repair plans to Technicians aligned with customer quotes.
Assists Service Supervisor with monitoring technician productivity and repair quality.
Conveys parts needed by name or P/N to the Parts Professional on the shop flood.
Uses Cummins resources such as Quickserve Online, service and warranty manuals, power generation and parts catalogs, to assist customers and other stakeholders.
Actively involved in service center marketing and upselling.
Complies with all safety policies and procedures at all times.
Performs other service or parts front counter-related duties as may be assigned.
If you want to develop your career with the industry leader who gives you the innovative technology you love to work with and empowers you to deliver a service you can be proud of – then Cummins is where you need to be.
Experience and Skills :
Demonstrated ability to communicate effectively with external and internal customers.
Demonstrated customer service experience managing customers in a courteous and professional manner.
Analysis/problem solving with basic knowledge of diesel engine technology.
Team leadership and ability to motivate others in a team environment.
Commitment to, and creative thinking for continuous improvement.
Ability to interact professionally with both internal and external stakeholders.
Demonstrates ability to initiate, expedite and follow through to task completion.
Positively react to changes in environment, processes and people.
Ability to perform quick decisions - have a decision making process in place.
Ability to assist managing a diverse team.
Capable of multi-tasking 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.
Experience performing on-going Job Safety Observation (JSO) audits.
Desire to understand and model Cummins Values
Education, Licenses, and Certifications :
- Minimum high school graduation or equivalent.
Compensation and Benefits
Base hourly rate commensurate with experience. 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 .
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Primary Location United States-Oregon-Eugene-US, OR, Coburg, Cummins Northwest 33070 Roberts
Job Type Experienced - Professional / Office
Recruitment Job Type Office
Job Posting Apr 2, 2018, 6:55:45 PM
Unposting Date Ongoing
Req ID: 1800023T