DESCRIPTION

We are looking for a talented Uptime Services Representative to join our team specializing in Service in Florence, KY.

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

• Accurate Documentation : By meticulously recording customer interactions, you'll ensure that all relevant information is captured, aiding in future reference and improving service quality.
• Customer Loyalty : Building strong, professional relationships with customers will enhance their trust and loyalty towards Cummins products, fostering long-term customer retention.
• Prompt Assistance : Providing timely support through various communication channels will enhance customer satisfaction and demonstrate Cummins' commitment to excellent service.
• Issue Resolution : Leveraging your comprehensive understanding of Cummins' processes and systems, you'll effectively resolve customer issues, ensuring a smooth and positive experience.
• Effective Escalation : By documenting and escalating complex issues appropriately, you'll ensure that they are addressed by the right teams, leading to quicker and more efficient resolutions.
• Quality Improvement : Supporting quality improvement initiatives and meeting response targets will contribute to the overall enhancement of service standards and operational efficiency.
• Continuous Improvement : Participating in continuous improvement activities will help identify and implement better practices, driving ongoing enhancements in customer service.
• Policy Adherence : Understanding and adhering to contact center policies and procedures will ensure compliance and consistency in service delivery, maintaining high standards of operation.

• Collaboration : Build strong partnerships and work collaboratively with colleagues and customers to achieve shared goals. Effective teamwork will be crucial in meeting objectives and delivering exceptional service.
• Effective Communication : Develop and deliver clear, multi-mode communications tailored to the unique needs of different audiences. This will ensure that everyone understands the information and can act on it appropriately.
• Customer Focus : Establish and maintain strong relationships with customers by delivering solutions that meet their needs. A customer-centric approach will help in building loyalty and trust.
• Complexity Management : Navigate and make sense of complex and sometimes contradictory information to solve problems effectively. Your ability to manage complexity will be vital in providing accurate and efficient solutions.
• Conflict Management : Handle conflict situations calmly and effectively, minimizing disruption and maintaining a positive environment. This skill will help in resolving issues quickly and maintaining good relationships.
• Process Optimization : Identify and implement the most efficient processes to get things done, with a focus on continuous improvement. This will enhance productivity and service quality.
• Situational Adaptability : Adapt your approach and demeanor in real-time to meet the changing demands of different situations. Flexibility will be key in responding to various challenges and opportunities.
• Service Capability, Capacity, and Coverage : Apply this process to understand customer expectations and business priorities. Use service capability metrics to identify and resolve development opportunities within the service network, ensuring consistent and high-quality service.
• Valuing Differences : Recognize and appreciate the value that diverse perspectives and cultures bring to the organization. Embracing diversity will enhance team dynamics and innovation.

• 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.

• Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
• Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
• Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.
• Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.

• 0-2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
• Effective written and oral communication skills are a must.
• Proficient with Microsoft Office, including Excel and Access.
• Salesforce Service Cloud experience is highly preferred.
• Problem resolution with the 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.
• Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.
• Provide back-up support of other Uptime Services Representatives.
• The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.
• A hybrid schedule option is available after the initial 120 days in the office is complete.