Cummins Inc. Cummins Care Parts Support Advocate in Nashville, Tennessee
Cummins Care Parts Support Advocate
This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision
Document customer inquiry information within appropriate Cummins systems
Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)
Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices
Escalate non-routine issues, providing documentation through process
Understands new and existing Cummins processes, systems and practices
Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient
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.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Education, Licenses, Certifications
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.
Must be available to receive customer calls, emails and/or chats to assist with parts lookup and place orders on behalf of the customer.
Use various tools for parts lookup and order research, including , QuickServe Online, GOMS and WebParts.
Provide customers with updates on submitted orders, using various internal systems and programs.
Assist other Cummins Care Parts Support team members as needed.
Work internal reports as assigned by supervisor and/or manager.
Work with local branches and Regional Distribution Center for parts sourcing, to fulfill Emergency and/or Warranty orders.
This position is available to be worked from anywhere in Continental US, as we serve customers across US, shift hours spread to support business hours 7AM-8PM ET.
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Oct 13, 2021, 3:43:38 PM
Unposting Date Ongoing
Req ID: 210006YM