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.

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

• 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.

Education, Licenses, Certifications: 
Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
This position may require licensing for compliance with export controls or sanctions regulations. 

Experience: 
Minimal relevant work experience required.

• 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 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.