Cummins Inc. Customer Service Advisor in Portland, Oregon

Customer Service Advisor

Description

Cummins Sales and Service is looking for an experienced Customer Service Associate (CSA) for the Portland Service Center. The CSA is a front-line position and is responsible for delivering dependable solutions through Customer Support Excellence by offering parts and/or a dependable service event for the customer solution.

  • Initiates contact with the customer either in person or over the phone.

  • 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 needed by name or P/N to the Parts Professional on the shop flood.

  • Uses 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.

Qualifications

  • Demonstrated ability to communicate effectively with external and internal customers.

  • Demonstrated customer service experience managing customers in a courteous and professional manner.

  • Analysis/problem solving with basic knowledge of diesel engine technology.

  • Demonstrates team leadership and motivates others in a team environment.

  • Demonstrates commitment to and creative thinking for continuous improvement.

  • Demonstrates ability to interact professionally with both internal and external stakeholders.

  • Demonstrates ability to initiate, expedite and follow through to task completion.

  • Demonstrates ability to positively react to change in environment, processes and people.

  • Demonstrates ability to perform quick decisions and have a decision making process in place.

Education & Experience

Minimum high school graduation or equivalent.

  • Coordinates and schedules technician work schedules.

  • Communicates repair plans to Technicians aligned with customer quotes.

  • Assists Service Supervisor with monitoring technician productivity and repair quality.

  • Understand and model Cummins values.

  • 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.

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. To learn more about E-Verify, including your rights and responsibilities, please visitwww.dhs.gov/E-Verify.

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Job SERVICE

Primary Location United States-Oregon-Portland-US, OR, Portland, Cummins Northwest Inc

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Aug 29, 2018, 12:20:55 PM

Unposting Date Ongoing

Req ID: 180005Y0