Job Description

You will make an impact in the following ways:

• Assisting service department achieve KPI's
• Provide prompt assistance to customers through various media - Multi-Skill/Multi-channel support (Chat/Email/Phone)
• Interview customers, take all details and open jobs.
• Coordinate and assist workshop scheduling of jobs
• Document customer inquiry information within appropriate Cummins systems
• Quote repair using the Cummins Operating System.
• Closing out jobs for month end.
• Processing labor into SRT and warranty guidelines
• Resolve non-routine customer issues through understanding Cummins processes, systems and practices
• Invoicing & cash sales
• Submit all types of Warranty Claims, including Goodwill.
• Determining applicable coverages, account availability and payment terms
• Escalate complex issues, providing documentation through process
• Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
• Ad hoc participation in projects and pilot programs as they come up

To be successful in this role you will need the following:

• Previous relevant work experience is advantageous
• Cummins knowledge and or Heavy Vehicle Trade Qualification advantageous
• Prior technical and customer service experience is required.
• Experience with warranty processing & decision making
• Local Valid Drivers License is required
• Highly self-driven and motivated with a strong work ethic
• Skilled in managing customer concerns and resolving conflicts professionally
• Strong communication skills, ensuring clear and timely interaction.
• Team-oriented with a collaborative approach to achieving business goals

The ideal candidate has a good understanding of both the Quickserve process and experience with Warranty processing, with strong problem-solving and written and verbal communication skills and a strong customer service focus

Compensation and Benefits

• Competitive hourly rate paid as a permanent salary
• This is a full time role (38 hours per week)
• Overtime as required – Penalty rates paid for all work above 38 hours
• All your Safety equipment / PPE are provided

At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.