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.

• 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.

• 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.

• Minimal relevant work experience required.

• 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.