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Customer Service Advisor

Company: Cummins
Location: Pasco
Posted on: April 8, 2019

Job Description:

Cummins Sales and Service is looking for an experienced Customer Service Advisor (CSA) for the Tri-Cities Service Center located in Pasco, WA. The CSA is a front-line position and is responsible for delivering dependable solutions through Customer Support Excellence by offering parts and/or a dependable service event for the customer solution. Job Duties Include: * Initiates contact with the customer either in person or over the phone. * Schedules customer work for In Shop or Mobile. * Interviews customer to understand full scope of customer problem. * Performs Immediate Assessment on customer vehicle using Guidanz Mobile. * Manages the work order, including customer contact during the diagnostic, quoting, repair and invoicing (or claim creation) processes and ensures that all applicable SRTs are built in the job plan. * Accurately identifies parts needed for shop or over-the-counter customers. * Receive and fill parts orders from all order sources (service shop, in-person, phone, email, CUMPAS, fax, etc.); efficiently place orders internally (Cummins, Onan, inter-branch) or externally according to purchase policies and preferred vendor arrangements. * Process cash, check and credit card sales. * Follow parts inventory processes and policies and perform receiving, stocking, order fulfillment and stock counts with accuracy. * Maintain inventory organization (bin locations, labeling, etc.) according to prearranged system. * Maintain warehouse organization and housekeeping. * Perform various material handling duties on facility using forklift. * Uses Cummins resources such as QuickServe Online, service and warranty manuals, parts catalogs and OneBMS to assist customers and other stakeholders. * Actively involved in service center marketing and upselling. * Complies with all safety policies and procedures at all times. * Performs other service or parts front counter-related duties as may be assigned. * Coordinates and schedules technician work schedules. * Communicates repair plans to Technicians aligned with customer quotes. * Assists Service Manager with monitoring technician productivity and repair quality. * Understand and model Cummins values. * Ability to assist managing a diverse team. * Ability to multi-task and deliver on key performance indicators (KPIs). * Ability to work in a fast-paced and ever-changing environment. * Consistently demonstrate ability to communicate effectively, both orally and electronically. * Perform on-going Job Safety Observation (JSO) audits. Skills/Knowledge/Abilities * Excellent customer service skills. * Prior experience as a Service Advisor, Technician or similar experience preferred. * Prior experience working in warranty highly desirable. * Excellent computer skills with the ability to write routine repairs and correspondence. * Thrives in fast-paced environment with multiple priorities. * Ability to effectively communicate with customers and co-workers in a positive and professional way. * Desire to continuously develop and improve skills for high job performance. Education, Licenses, Certifications * Associate degree or equivalent from a two-year college or technical school preferred. * High school diploma or equivalent required Experience * Intermediate level knowledge of and/or experience with engine products * Spanish language fluency a plus 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. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify . Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today. Not ready to apply but want to learn more? Join our Talent Community to get the inside track on great jobs and confidentially connect to our recruiting team: https://www.cumminstalentcommunity.com/profile/join/SDL2017

Keywords: Cummins, Pasco , Customer Service Advisor, Hospitality & Tourism , Pasco, Washington

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