Customer Contact Center - Returned Goods Rep - Hybrid from Florence, KY

Description

We are looking for a talented Customer Contact Center - Returned Goods Rep to join our team specializing in Sales in Florence, KY.

In this role, you will make an impact in the following ways:

• Accurate Documentation : By meticulously documenting customer interactions, you'll ensure that all relevant information is captured, aiding in future reference and improving service quality.
• Customer Loyalty : Building professional relationships with customers will increase their loyalty to Cummins products, fostering long-term business relationships.
• Prompt Assistance : Providing timely assistance through various media will enhance customer satisfaction and demonstrate reliability.
• Issue Resolution : Resolving customer issues using your understanding of Cummins processes, systems, and practices will ensure efficient and effective solutions.
• Effective Escalation : Escalating complex issues with proper documentation will ensure they are addressed promptly and accurately, maintaining service standards.
• Quality Improvement : Supporting quality improvements and response targets will contribute to the overall enhancement of customer service.
• Continuous Improvement : Participating in continuous improvement activities will help refine processes and practices, leading to better customer experiences.
• Policy Adherence : Understanding and adhering to contact center policies and procedures will ensure compliance and consistency in customer interactions.
  
  

Responsibilities

To be successful in this role you will need the following:

• Collaborate : Build strong partnerships and work collaboratively with others to achieve shared objectives, fostering a team-oriented environment.
• Communicate Effectively : Develop and deliver clear, multi-mode communications that cater to the unique needs of different audiences, ensuring everyone is on the same page.
• Focus on Customers : Build strong customer relationships and deliver customer-centric solutions, ensuring customer satisfaction and loyalty.
• Manage Complexity : Make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems and make informed decisions.
• Handle Conflict : Manage conflict situations effectively with minimal disruption, maintaining a positive and productive work environment.
• Optimize Work Processes : Identify and implement the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Adapt to Situations : Adapt your approach and demeanor in real time to match the shifting demands of different situations, demonstrating flexibility and resilience.
• Apply Service Capability, Capacity, and Coverage : Understand customer expectations, business priorities, and product operations to provide consistent service through available resources. Analyze service capability metrics to identify, prioritize, and resolve development opportunities within the service network.
• Value Differences : Recognize and appreciate the value that different perspectives and cultures bring to the organization, fostering an inclusive environment.
  
  

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:

• Effective written and oral communication skills a must.
• Proficient with Microsoft Office, including Excel and Access.
• Salesforce Service Cloud experience highly preferred.
• Problem resolution with 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.
• Ability to collaborate with multiple departments to process and follow up on annual stock returns for OE and WD Customer’s.
• Perform regular review of all Returned Goods processes, documentation, knowledge content, and creates and implements improvements.
• Provide back-up support of other Customer Contact Center Representatives.
• Other administrative duties as required.
• The organization has the right to deem a person qualified for a position if that person has had one or more years’ experience in the position or similar position.
• Hybrid schedule option available after initial 120 days in office is complete.
  
  

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

Min Salary $57600

Max Salary $86400

ReqID 2409391

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.