Customer Service - Technical Service Specialist

DESCRIPTION

We are looking for a talented Customer Service – Technical Service Specialist to join our team specializing in Service in Florence, KY.

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

• Average calls / day: 40-60 in a call center environment
• Develop a working knowledge of products.
• Awareness of product improvements and engineering change notices through daily updates and implementing any required action.
• Become proficient in Primary and Secondary product responsibilities.
• Knowledge of engineering principles from a design and specification standpoint as pertaining to AO products; mechanical orientation; effective written and oral communications skills; experience reading and interpreting engineering drawings; ability to work independently and as a team member, and demonstrated creativity in problem solving techniques.
• Working knowledge of CVS part number nomenclature.
• Maintain CVA database supporting CVS part number adds, item master request, supersessions, and service bill of materials.
• Maintain CVA database supporting CVA aftermarket / all makes part numbers adds, item master request, supersessions, and service bill of materials.
• Update CVA with available technical data concerning product changes, developments, and potential field issues across all product lines in a timely fashion.

RESPONSIBILITIES

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

• Ensure Accountability : Hold yourself and others accountable to meet commitments, ensuring reliability and trust within your team and with customers.
• Communicate Effectively : Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences, ensuring everyone is on the same page.
• Focus on Customers : Build strong relationships with customers and deliver solutions that are centered around their needs, enhancing customer satisfaction and loyalty.
• Build Networks : Establish and maintain both formal and informal relationships inside and outside the organization, leveraging these networks for support and collaboration.
• Pursue Self-Development : Actively seek new ways to grow and challenge yourself through both formal and informal development channels, staying current and improving your skills.
• Optimize Work Processes : Identify and implement the most effective and efficient processes to get tasks done, with a continuous improvement mindset to enhance productivity.
• Provide Proactive Customer Support : Demonstrate proactive customer support interactions at each phase of the order life cycle to ensure customer satisfaction, understanding how customer support and the order life cycle are interconnected.
• Manage Order Processing : Effectively manage the processing of customer orders from receipt to resolution, ensuring orders are fulfilled to customer requirements and expectations.
• Understand the Order Life Cycle : Demonstrate knowledge of the end-to-end order life cycle, terminology, and functional collaboration, ensuring a positive customer experience through interconnected support.
• Leverage Supply Chain Knowledge : Explain and influence the integration of information, products, and services flow to achieve desired results for customers, balancing inventory, cost, and delivery tensions.
• Listen Intuitively and Adapt Solutions : Translate customer and stakeholder needs into actionable solutions through active listening and intuition, providing value through tailored solutions.

QUALIFICATIONS

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:

• Minimal to intermediate level of relevant work experience required; Customer Order Management; customer facing; Supply Chain/Logistics.

Please note that the salary range provided is a good faither estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience where appropriate.

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Exempt - Experienced

ReqID 2409386

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.