Supervisor - Cummins Care - Specialized Support

Description

• Supervises the customer service team. Handles escalated and unresolved calls. Trains Customer Support Representatives.
• Provides day-to-day supervision of the call center representatives; responsible for the daily operations of the call center.
• Supervises, trains, sets individual expectations to meet department measures, and monitors and provides regular feedback to direct reports.
• Reviews Automatic Call Distribution System reports and analysis for operational improvements.
• Resolves escalated customer inquiries and complex assignments.
• Works with the call center manager on identifying process improvements and departmental capability.
• Provides customer follow up to ensure customer needs are met.
• Engages with the distribution channel and cross functionally to build collaborative relations.
• Recruits, staffs and schedules team members.
• Leads projects or provides resources to support process improvement projects.

Qualifications

Skills

• Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear.
• Business insight - Applying knowledge of business and the marketplace to advance the organization’s goals.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Develops talent - Developing people to meet both their career goals and the organization’s goals.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

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

• Intermediate level of relevant work experience, including team leadership experience, required.
• Oversee a group of RLS On-highway Advocates in their day-to-day operations along with their longer-term goals and plans.
• Deep understanding on what the Repair Logistics Support team is here to do with an awareness on how to utilize the skills of the team to support our customers best.
• Able to review process flows and look for improvement opportunities (constantly looking to make improvements).
• Work with the other team supervisors to make sure expectations and goals are aligned for RLS Advocates. Assign reasonable expectations and ensure the team performs to those expectations.
• Capable of coaching, training, and developing technical and non-technical resources.

Job SERVICE

Primary Location United States-Tennessee-Nashville-US, TN, Nashville, Cummins Business Services

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting May 3, 2023, 10:30:00 AM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Req ID: 2300044B