Uptime Services Representative

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 in the following ways:           Collaborative Partnerships:
Build strong relationships across service teams, distributors, and stakeholders to align priorities, solve challenges, and achieve shared customer and business objectives. Effective Communication:
Deliver clear, timely, and audience-specific communication that ensures stakeholders are informed, aligned, and able to take appropriate action. Customer-Centric Service:
Develop trusted customer relationships by understanding needs, anticipating concerns, and delivering solutions that improve the overall customer experience. Problem Solving in Complex Environments:
Analyze large volumes of information, identify root causes, and make sound decisions to resolve service issues efficiently and effectively. Conflict Resolution:
Address escalations and differing perspectives professionally, fostering positive outcomes while maintaining strong working relationships. Continuous Process Improvement:
Identify opportunities to streamline workflows, improve service delivery, and enhance operational efficiency through standardized and optimized processes. Adaptability in Dynamic Situations:
Adjust priorities, communication styles, and approaches in response to changing customer needs, business demands, and operational challenges. Service Capability & Network Excellence:
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. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
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. Salesforce Service Cloud experience is highly preferred. 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. A hybrid schedule option is available after the initial 120 days in the office is complete.

Additional Qualifications:

   Uptime Services Representative 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…