Cummins US & Canada

Job Information

Cummins Inc. Repair Logistics Analyst (Customer Service Representative) in Nashville, Tennessee

Repair Logistics Analyst (Customer Service Representative)

Description

Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Distribution Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Nashville, Tennessee for a Repair Logistics Analyst. Cummins USA is where you can work on industry leading projects.

Description

The primary responsibility of this position is to work with an elite group of Cummins customers on non-scheduled repairs. Customer services skills with these positions is key! This position requires a lot of documentation so someone who can type quickly with minimal spelling errors would be the most successful in this role. Someone also who can “talk the talk” with the equipment they will be coordinating repairs on would be the most successful.

The responsibilities of this role include, but are not limited to the following:

  • Document customer interactions information within Cummins, strengthening the link between the customer and the factory

  • Build a professional relationship with customers to increase loyalty in the Cummins’ products

  • Ability to maintain professionalism with composure and resilience

  • Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate

  • Resolve less common customer issues through a broad understanding of Cummins products, processes, systems, and practices

  • Ability to work in a cross-functional organization, building relationships and managing conflict with customer

  • Ability to escalate internally and externally as required providing documentation throughout process

  • Contribute to the development of customer and knowledge database(s) by accurately and consistently recording customer contact information and Frequently Asked Questions (FAQ)

  • Willingness to share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care

  • Assist with coordination of product information between business units, distributors, end users, etc.

  • Support contact center quality improvements and response targets

  • Support Six Sigma as a team member and input ideas into hopper

  • Actively seek out technical and logistical issues with repair events and resolve them in the interest of customer downtime.

  • Ability to be flexible with time constraints and scheduling if applicable

Qualifications

Qualifications

Education

  • Minimum of a High School Diploma is required. An Associate’s or Bachelor’s degree is a plus.

  • Please note that if someone has just the HSD, they must have at least a minimum of 5 years’ experience in customer service.

Skills

  • Strong communication skills with proficiency in the application of customer service knowledge/skill set in a wide range of work situations

  • Practical experience interacting with customers providing technical direction

  • Ability to interpret troubleshooting trees to provide assistance to customers

  • Ability to manage conflict and diffuse situations to provide optimal resolution

  • Should possess Intermediate (familiar to proficient) skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism

  • Management of assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc.

  • Able to advise of status at any time throughout the process of customer experience

  • Work with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers

Required Computer / Telephone Skills:

  • Familiar with computer related programs such as Microsoft Suite (Word, Excel, Power Point, etc)

  • Able to type 30 WPM

  • Able to perform with limited to no guidance effectively with Telephony System and Telephony Quality. Compliance by providing documentation for each contact

  • Basic/Foundational understanding of Telephony reporting measures

  • Understanding of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie and /or Citrix) and ability to run reporting measures

Additional Information from the manager:

The Cummins team has advised that the schedule for this position is 40 hours a week, most likely Monday through Friday. We have a Rotating Schedule ever quarter so the possibility of working an oddball shift exists. The position will be 8:00 AM - 4:30 PM for the first few months while the employee is trained.

There is a lot of research that is done with these positions. So someone familiar with or competent with researching and dissecting information will be key to the success with this role.

Compensation and Benefits

Base hourly rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

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.

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

Not ready to apply but want to learn more? Join our Talent Community to get the inside track on great jobs and confidentially connect to our recruiting team:http://connect.find.ly/cummins

Job SERVICE

Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Feb 5, 2020, 1:50:16 PM

Unposting Date Ongoing

Req ID: 1900051W

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