Uptime Services Representative

Cummins•Florence, KY

2d•Hybrid

About The Position

We’re seeking a talented Uptime Services Representative to join our team specializing in Service for our Florence, KY Cummins location. In this role, you will make an impact by building strong relationships across service teams, distributors, and stakeholders to align priorities, solve challenges, and achieve shared customer and business objectives. You will deliver clear, timely, and audience-specific communication that ensures stakeholders are informed, aligned, and able to take appropriate action. You will develop trusted customer relationships by understanding needs, anticipating concerns, and delivering solutions that improve the overall customer experience. You will analyze large volumes of information, identify root causes, and make sound decisions to resolve service issues efficiently and effectively. You will address escalations and differing perspectives professionally, fostering positive outcomes while maintaining strong working relationships. You will identify opportunities to streamline workflows, improve service delivery, and enhance operational efficiency through standardized and optimized processes. You will adjust priorities, communication styles, and approaches in response to changing customer needs, business demands, and operational challenges. You will leverage Service Capability, Capacity, and Coverage processes to assess service readiness, analyze performance metrics, strengthen service network capabilities, and ensure customers receive consistent, high-quality support through available parts, tools, information, and qualified technicians.

Requirements

2 years customer order management; customer-facing; supply chain/logistics; international trade experience preferred.
Effective written and oral communication skills are a must.
Proficient with Microsoft Office, including Excel and Access.
Problem resolution with the ability to handle multiple tasks simultaneously in a fast-paced call center environment.
Ability to think quickly, solve problems, make decisions, collaborate, and work with a team.
Perform regular reviews of all Customer experience processes, documentation, and knowledge content, and create and implement improvements.
Provide back-up support of other Uptime Services Representatives.
The organization has the right to deem a person qualified for a position if that person has had one or more years of experience in the position or a similar position.

Nice To Haves

Salesforce Service Cloud experience is highly preferred.

Responsibilities

Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology, and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience.
Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution to ensure orders are fulfilled to customer requirements.
Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
Drives result - Consistently achieving results, even under tough circumstances.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Responsible for the end-to-end order life cycle for assigned customer accounts to ensure timely order fulfillment. Acts as single-point-of-contact for customers to resolve order processing, scheduling, and shipping queries.
Performs order management tasks for a specific set of customers/accounts; has responsibility for the entire order life cycle (order entry, order modification, invoicing, credits/debits, logistics documentation).
Provides consultative, order life cycle support information to customers (lead time, availability, minor technical support, and policy), making recommendations and providing guidance.
Acts as the single point of contact to the customer for order inquiries and escalations; Manage escalations to closure.
Continuously demonstrates customer support excellence (compassion, empathy, support) in all communications and interactions.
Liaises with internal production, planning & materials teams to ensure prompt, accurate, and timely order throughput including achievement of financial targets.
Communicates with staff from other functional areas such as sales, warehouse, and logistics to confirm the status of orders and resolve customer queries.
Supports Customer Order Management departmental goals and initiatives to become a more proactive customer-centric organization develops, documents, and enhances standard administrative practices as they pertain to customer communication, and order throughput processes.
Identifies ideas and develops proactive communications for the assigned customer base, regarding processes, policy, and/or best practices.
Participates in continuous improvement projects.