About this role
Job Summary:
This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision
Key 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)
Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices
Escalate non-routine issues, providing documentation through process
Understands new and existing Cummins processes, systems and practices
Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient
Ensure the delivery of exceptional customer service through effective query resolution and process adherence via phone, email, and chat.
Develop strategies to improve customer satisfaction and reduce response times.
Assistance with order information related to the sale of all products, including but not limited to: parts availability, pricing, order entry, quote creation, order status, invoice information, shipment status etc.
Capability to communicate across distribution functions and nodes to aid in order management activities to handle customer requests
Provide insights and feedback to internal teams based on customer interactions.
Demonstrated strong written and verbal communication skills, combined with an excellent background in customer service, ensuring effective client interactions and high satisfaction rates.
Qualifications:
Bachelor’s degree, Management, or a related field (MBA preferred).
Proven experience (2+ years) in customer service or call center management.
Excellent communication, problem-solving, and conflict resolution abilities.
Proficiency in ERP tools, Microsoft excel, Power-Bi.
Ability to analyze data and implement actionable insights.
Skills and Competencies:
Customer-centric approach with a focus on quality and satisfaction.
Strategic thinking and ability to manage complex operations.
Knowledge of industry best practices in customer care and call management.
Strong organizational and time-management skills.
Adaptability to work in a fast-paced and dynamic environment.
Shift Details:
24x7 Rotational Operations (Primarily Night Shift starting 4pm onwards).