Customer Service Advisor

**Customer Service Advisor - Parts**

**Description**

Our culture believes in **POWERING YOUR POTENTIAL**. We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what **#LifeAtCummins** is all about.

We are looking for a talented Customer Service Advisor to join our team specialising in Customer service and support for our Customer Support Centre in Scoresby

**In this role, you will make an impact in the following ways**:

- Act as the first point of contact for our valued customers across the South Pacific region
- Assisting with parts interpretation and the provision of required parts
- Advise on part suitability and talk your customers through the best solution for the job
- Orders and quotes will be received and processed in a timely manner

**To be successful in this role you will need the following**:

- Previous customer service and administrative experience
- Adaptability to new software and processes - being comfortable with the unknown
- The ability to prioritise complex tasks
- An interest in the Automotive industry
- High attention to detail

**Compensation and Benefits**

Salary commensurate with experience. Superannuation. Afternoon shift penalty loading. Participation in an annual variable compensation (bonus) program. Salary continuance insurance. Discounts with select private health insurance, PC software/hardware, and a range of vehicles. Annual remuneration reviews and a range of personal and professional benefits.

**At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.**

**Qualifications**

**Skills**

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

**Education, Licenses, Certifications**

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**

Requires significant previous relevant work experience; prior technical experience and/ o