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Job Details


Requisition Number 17-0065
Post Date 6/16/2017
Title Customer Service
City Santa Fe Springs
State CA
Description

Job Summary

 Cummins Sales and Service is looking for an experienced Customer Service Associate for the Santa Fe Springs Service Center. The customer service associate is a frontline position and responsible for delivering dependable solutions through Customer Support Excellence by supporting service events for the customer solution

Key Responsibilities

• Initiates contact with the customer over the telephone.

• Schedules Preventative Service work for Mobile Power Generation.

• 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 and technicians.

• 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.

Additional responsibilities:

  • 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).

 

Requirements

Skills:



• 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 power generation or 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






     



 



Experience:



Customer service experience preferred.


We are an Equal Opportunity Employer and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, gender identity, sexual orientation, national origin, disability or handicap, or veteran status. There is no place in Cummins Pacific, LLC for an employee who uses symbols, words, or engages in activities that may reasonably be perceived as denigrating or showing hostility or aversion toward an individual because of the individual's race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, or other status protected by law, or because of the status of the individual's relatives, friends, or associates.

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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