Specialized Support Advocate Cummins Care (location flexible)

Description

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision

Document customer inquiry information within appropriate Cummins systems

Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)

Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices

Escalate non-routine issues, providing documentation through process

Understands new and existing Cummins processes, systems and practices

Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient

Qualifications

Skills

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

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.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

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 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.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

Repair Logistics Support group main metric is customer downtime.

Job responsibilities include :

• Resolve sometimes complex customer issues with downtime in mind for national account customers.
• Resolve technical issues when they arise.
• Maintain ownership of cases for customers from start to completion.
• Research/resolve warranty/payment discrepancies.
• Maintain and foster national accounts.
• This position does not require any Department of Transportation (DOT) related pre-screenings

Job SERVICE

Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting May 4, 2023, 10:00:00 PM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Req ID: 230004AT