Cummins US & Canada

Job Information

Cummins Inc. Customer Service Advisor in Everett, Washington

Customer Service Advisor


No, this isn’t one of those ordinary jobs.

Cummins is a team of dependable, innovative thinkers, who are empowered to generate and deliver solutions for customers, community, and environment. Our employees develop their careers through the challenges only a diverse, global innovator can promise. This is a collaborative culture where thinking beyond your desk is more than part of the job. It is the job.

This is what we call Working Right.

As part of Cummins, we will add to your current skills by providing training, encouragement and growth within a teamwork environment. We invest in your professional growth by providing you with education and training opportunities to keep current on industry standards and products.

A commitment to excellence is deeply rooted in Cummins tradition of exceptional service. Our employees are dedicated to delivering the “Best Every Time, Every Day” with the goal of earning customers for life!

We take pride in providing an unmatched high caliber of service and support for Cummins engines, generators, filters, and related products that serve the varied needs of our customers. Crucial to accomplishing this is the energy and commitment of Cummins employees to the company.

Cummins Sales and Service is looking for an experienced Customer Service Advisor for the Everett, WA service center . The customer service advisor is a frontline position and responsible for delivering dependable solutions through Customer Support Excellence by offering parts and/or a service event for the customer solution.

Job Description:

  • Initiates contact and maintains detailed communication with the customer either in person or over the telephone.

  • Schedules customer work for In Shop or Mobile.

  • Interviews customer to understand full scope of customer problem.

  • Manages the work order, including customer contact during the diagnostic, quoting, repair and invoicing (or claim creation) processes and ensures that all applicable SRTs are built in the job plan.

  • Conveys parts needs by name or P/N to the Parts Professional on the shop floor.

  • Use Cummins resources, such as Quickserve Online, service and warranty manuals, power generation and parts catalogs, to assist customers and other stakeholders.

  • Actively involved in service center marketing and upselling.

  • Complies with all safety policies and procedures at all times.

  • Performs other service or parts front counter-related duties as may be assigned


Skills and Abilities

  • Coordinates and schedules technician work schedules.

  • Communicates repair plans to Technicians aligned with customer quotes.

  • Assists Service Supervisor with monitoring technician productivity and quality

  • Ensures accountability - Holding self and others accountable to meet commitments.

  • 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.

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

  • Drives results - Consistently achieving results, even under tough circumstances.

  • Decision quality - Making good and timely decisions that keep the organization moving forward.

  • Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

  • Trade Knowledge Application - Applies knowledge of relevant trade regulations to Cummins processes and systems to minimize trade risks and costs.

Education, Licenses, Certifications

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

  • Proficiency in Microsoft applications, generating reports and advanced level computer skills.

  • Ability to assist managing a diverse team.

  • Ability to multi-task and deliver on key performance indicators (KPIs).

  • Ability to work in a fast-paced and ever-changing environment.

  • Consistently demonstrate ability to communicate effectively, both orally and electronically.

  • Perform on-going Job Safety Observation (JSO) audits.

  • Understand and demonstrate Cummins Values


  • Requires some work experience or intermediate level knowledge obtained through education, training or on-the-job experience.

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 right to work using E-Verify.

Cummins 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. To learn more about E-Verify, including your rights and responsibilities, please visit

Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.

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Primary Location United States-Washington-Everett-US, WA, Everett, Cummins Northwest

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Oct 7, 2019, 8:59:48 AM

Unposting Date Ongoing

Req ID: 190004MU