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.