About the Role
We are looking for a talented Service Advisor to join our high performing team in Darwin, NT.
In this role, you will provide routine support to our East Arm Branch; including customers, end-users, distributors, and/or dealers, seeking information through various mediums.
Impact and Responsibilities
* Document customer inquiry information within appropriate Cummins systems
* Provide prompt assistance to customers through various media - Multi-Skill/Multi-channel support (Chat/Email/Phone)
* Resolve non-routine customer issues through understanding Cummins processes, systems and practices
* Escalate complex issues, providing documentation through process
* Understand new and existing Cummins processes, systems and practices and delivers training to new hires
* Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
* Support improvement projects intended to improve customer experiences and organizational goals.
* Ad hoc participation in projects and pilot programs as they come up
* Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader.
* Determining applicable coverages, account availability and payment terms
* Processing invoices as required for cash sale customers
* Processing warranty and policy claims
* Scheduling and planning
Additional Information
* 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
* Local Valid Drivers License is required
Qualifications
* This role requires significant previous relevant work experience
* Prior technical and customer service experience is required (Movex Service and Parts)
* Experience with warranty processing & decision making
* HV/LV knowledge
* Proficient in the use of Microsoft Excel
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