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Contact Center Analyst
2 weeks ago
Description
The Customer Support Coordinator provides end-to-end technical service support for Cummins Sales and Services North America. This role involves managing service events, coordinating with service teams, processing work orders, and ensuring timely communication with customers. The position also supports data analysis and reporting for customer support activities and requires working in the third shift (night shift).
Key Responsibilities
Service Coordination & Customer Support
- Assess customer needs, gather relevant information, and open work orders.
- Provide quotes, develop claims, prepare repair plans, and schedule service work.
- Communicate repair status updates to customers and ensure timely resolution.
- Support service scheduling and coordination with field service teams.
Technical & Administrative Support
- Develop diagnostic plans and repair timelines based on parts and labor availability.
- Review plans with Service Supervisor and assist in job assignment scheduling.
- Process work orders and invoices accurately using IT systems.
- Maintain documentation including service worksheets, timesheets, and quality records.
Data Analysis & Reporting
- Monitor call distribution systems and generate performance reports.
- Analyze customer support metrics and identify trends for improvement.
- Support workforce management through call volume and staffing analysis.
- Assist in continuous improvement initiatives and project coordination.
Responsibilities
Qualifications
- College, university, or equivalent degree in a relevant discipline.
- This position may require licensing for compliance with export controls or sanctions regulations.
Skills & Competencies
Technical & Analytical Skills
- Strong problem-solving skills and ability to manage complex service events.
- Proficiency in Excel; Power BI skills are preferred.
- Comfortable working with various IT systems and service management tools.
Communication & Collaboration
- Strong written and verbal communication skills.
- Ability to collaborate across teams and manage customer expectations.
- Experience in handling conflict and adapting to changing situations.
Core Competencies
- Communicates Effectively
- Customer Focus
- Collaborates
- Manages Complexity
- Manages Conflict
- Optimizes Work Processes
- Situational Adaptability
- Service Capability, Capacity and Coverage
- Values Differences
Qualifications
Experience
- Minimal relevant work experience required.
- Prior experience in customer support or service coordination is preferred.
