Description
You will make an impact in the following ways:
* Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
* Job Creation & Service Scheduling
* Service Reporting & Invoice Preparation
* Customer & Technician Support
* Assesses customers needs and gathers pertinent information
* Creates basic work orders in appropriate systems
* Provides some status updates to customers, as requested
* Coordinating service administration support to ensure a timely completion of processes
* Manage service invoicing and close out service jobs
* Raise, maintain, and receipt purchase orders and handle local purchasing
* Perform accounts payable tasks
* Process labour entries on repair work orders
* Support WIP/PIP management in line with business KPIs
* Collaborate with Customer Service Advisors to assist in service event processing
Responsibilities
Additional Information:
* Full time / 38 hours per week
* Competitive Salary
To be successful in this role you will need the following:
* Proven significant experience in fast-paced customer service, handling diverse inquiries and ensuring satisfaction
* Understanding of service workflows
* Experience in service administration or scheduling; Strong data entry and system skills, especially with job management or ERP software
* Strong verbal and written communication skills for engaging with customers and stakeholders effectively
* Exceptional organizational skills, prioritizing conflicting tasks efficiently to meet deadlines and expectations
* Advanced computer skills in Microsoft Suite; training provided on other programs
* Technical Experience highly preferred
Qualifications
Critical Competencies:
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.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
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.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.