Customer Experience Specialist
FreshCut Paper
ERP
Job Level
JuniorMid-Level
Tech Stack
ERP
About the role
- Provide routine customer support via chat, email, and phone and respond to inquiries promptly and accurately.
- Document all customer interactions in Cummins systems and maintain accurate records.
- Resolve routine customer issues using knowledge of Cummins processes, systems, and practices.
- Escalate non-routine or complex issues with proper documentation to higher levels.
- Contribute suggestions and support continuous improvement initiatives to make processes more customer-centric and efficient.
- Assist with order-related queries including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
- Communicate across distribution functions to facilitate order management and customer requests and provide feedback to internal teams.
- Support warranty analysis and claims management as needed, applying service documentation and warranty processes.
Requirements
- Customer-centric mindset with a focus on quality and satisfaction.
- Strong problem-solving, conflict resolution, and analytical skills.
- Strategic thinking and ability to manage routine operations efficiently.
- Knowledge of industry best practices in customer care and call management.
- Strong organizational and time-management abilities.
- Adaptability to fast-paced and dynamic environments.
- Excellent verbal and written communication skills.
- Minimum of 2 years’ experience in customer service, technical support, or call center operations.
- Prior experience in parts support or order management preferred.
- Familiarity with ERP tools, Microsoft Excel, and Power BI.
- High school diploma or equivalent required; Bachelor's degree in management or related field preferred; MBA is an advantage.
- Licensing may be required to comply with export control or sanction regulations.
