Cummins Inc. CAC Parts Agent in White Bear Lake, Minnesota
CAC Parts Agent
The first point-of-contact for low to moderately complex customers regarding order entry, order modification and general enquiries to ensure orders are processed on time.
With minimal supervision, manage first-call resolution for customer orders and enquiries.
Ability to manage a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs) and resolve common enquiries.
Process customer orders within the order management system, accurately and within the required deadline.
Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner.
Publish confirmations and notifications to customers (for example: order acknowledgements, shipment notifications, shipment tracking details and/or invoices).
Respond to customer enquiries by referring them to published materials, secondary sources, or transfer the enquiry to the next appropriate level of customer support.
with the next appropriate level of customer support to seek resolution to challenging enquiries/complaints, providing documentation and continual communication to customer throughout the process.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
Prepare and distribute standard internal and customer reports.
Support order management team goals and initiatives to become a more proactive customer support organization.
Identify and communicate areas for process improvement to Supervisor.
Critical experience, knowledge, skills, and abilities:
Cummins and Cummins Power Generation parts product knowledge
Accessory and Allied product knowledge
Ability to communicate technical information effectively
Working knowledge of BMS functions, PC skills and Information Systems
Excellent customer service skills, including phone skills
Strong organizational and time management skills
Ability to perform multiple tasks at one time
Recognizes opportunities to cross sell or up sell when appropriate
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Must have the ability to sit for extended periods of time working at a computer keyboard
Ability to communicate clearly and effectively (oral/written)
Serve as technical parts support resource for end-user customers, OEM, branch operations, territory sales managers and dealer network
Maintain relations with end-user customers, OEM, branch operations, territory sales managers and dealers
Serve as a Cummins Filtration technical parts support resource for end-user customers, OEM, branch operations, territory managers and dealers
Support OEM accounts with Cummins Filtration and exhaust products
Serve as a Cummins PowerGen parts support resource for end-user customers, OEM, branch operations, territory managers and dealers
Promote dealer development by strengthening support capabilities
Provide personal assistance with parts ordering and/or availability issues
Provide parts support when CUMPAS and/or QuickServe systems are not available
Provide training assistance on CUMPAS and QuickServe usage and features
Promote and participate in sales & marketing efforts for parts and service promotion programs
Support and utilize BMS system for coordinating CAC parts operations
Communicate pertinent parts information to customers in a timely, effective and personalized manner
Actively participate in CAC communication meetings and improvement planning efforts
This position can be located at most other branches within Central Region.
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.
Job SUPPLY CHAIN PLANNING
Primary Location United States-Minnesota-Minneapolis-US, MN, White Bear Lake, Cummins NPower LLC
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting May 13, 2019, 7:50:59 AM
Unposting Date Ongoing
Req ID: 190001ZK