Job Summary:
Acts as an extension of senior management ensuring a positive customer experience while being the representative of senior management to others. Provides administrative support and performs numerous duties, including scheduling, writing correspondence, emailing, overseeing visitors, routing callers and answering questions and requests.
- Serves as the primary point of contact for customers, both by phone and in person, developing positive relationships with key customers.
- Analyzes customer needs, gathers relevant information and opens work orders; provides quotes, prepares claims, develops repair plans, schedules work and keeps customers informed of repair status.
- Creates complex work orders, including diagnostic plans, estimates and repair plans by determining repair duration based on parts availability and labor requirements; reviews plans with the Service Supervisor/Team Lead before communicating with the customer.
- Works with the Service Supervisor and/or Team Lead to plan work assignments.
- Develops positive relationships with key customers and resolves customer concerns related to Cummins or distributor warranties.
- Explains costs and charges to customers.
- Monitors key shop performance indicators, including labor productivity and customer satisfaction.
- Diploma in a related field or relevant experience.
- Relevant experience in a similar position (automotive or trucking).
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple files simultaneously.
- Bilingualism would be an asset.
- Experience with Cummins software such as Guidanz and INSITE would be an asset.
- Important and/or in-depth knowledge acquired through specialized training is required.
Qualifications
Experience:
Relevant experience in a similar position (car or trucking).
Excellent communication and customer service skills.
Ability to work under pressure and manage multiple files at once.
Bilingualism would be an asset.
Experience with different software Cummins would be an asset (Guidanz, Insite, etc.)
Important and/or in-depth knowledge acquired through specialized training is required.
About the position:
Welcome customers and assess their maintenance or repair needs.
Open work orders and explain recommended interventions.
Coordinate work with technicians and parts department.
Follow up with customers and ensure their satisfaction.
Participate in achieving the department’s performance objectives.
Daytime schedule, 5 days from 9:00 a.m. to 5:30 p.m. Monday to Friday
Cummins is committed to ensuring that employees in Québec can work in French. Accordingly, candidates must have sufficient knowledge of French/be proficient in French to perform the duties of this position and to communicate effectively in the workplace.
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:
Significant work experience and in-depth knowledge obtained through specialized training and relevant experience.
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, and a full complement of personal and professional benefits.
At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.
Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
The successful candidate will be subject to our Pre-Employment Background Screening process that consists of a Criminal Background Check. Apprenticeship documentation and certification will be required prior to hire.
About UsCummins 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.
