About this role
We are looking for a talented Contact Center Representative to join our Infant Care Team.
- In this role you will make an impact in the following ways:
- Create, update, and close service requests in the OneC RLS system
- Communicate between Infant Care/Engineering groups and the repair locations where the units are being repaired
- Ensure proper Cummins processes are followed during repair events
- Assist in sourcing orders for parts/tools/etc
- Assist in any related need that may arise for the repair event or customer support
- Identify quality, service, or any other issues and communicate them for potential resolution
This position is logistics based which provides support for units which are being tracked by Infant Care due to being new products that have just been released to the field. Duties include:
- Contacting certified repair locations via phone, chat, email, or any other means necessary.
- Gathering necessary repair event details and documenting in the appropriate system.
- Participating in required meetings, communicating cross-functionally, and maintaining involvement in ongoing repairs and events while any support may be deemed necessary.
- Handling potentially stressful situations with professionalism while driving quality interactions that reduce downtime and increase product and communication quality.
- Assist with locating/sourcing necessary parts, tools, and any other items necessary to keep repair events moving smoothly.
- Other duties will vary as needs arise as related to supporting the products within RLS Infant Care Scope.