Cummins Inc. Service Advisor in Sumner, Washington
Cummins Sales and Service is looking for an experienced Customer Service Associate for the Sumner Service Center. The customer service associate 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.
Initiates contact 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 front counter-related duties as may be assigned.
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.
Demonstrate ability to perform quick decisions, have a decision making process in place.
Education and Experience
- Minimum high school graduate or equivalent.
Coordinates and schedules technician work schedules
Communicates repair plans to Technicians aligned with customer quotes
Assist Service Supervisor with monitoring technician productivity and repair quality.
Understand and model Cummins values.
Ability to assist managing a diverse team.
Ability to multitask 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 Observations (JSO’s) 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.
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Primary Location United States-Washington-Tacoma-US, WA, Sumner, Cummins Northwest
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Aug 2, 2018, 12:48:11 PM
Unposting Date Ongoing
Req ID: 180004JK