RLS Infant Care Team

We are looking for a talented Contact Center Representative to join our Infant Care Team.

• In this role you will make an impact in the following ways:  
• Create, update, and close service requests in the OneC RLS system
• Communicate between Infant Care/Engineering groups and the repair locations where the units are being repaired
• Ensure proper Cummins processes are followed during repair events
• Assist in sourcing orders for parts/tools/etc
• Assist in any related need that may arise for the repair event or customer support 
• Identify quality, service, or any other issues and communicate them for potential resolution

Responsibilities

Qualifications and Competencies    
To be successful in this role you will need the following:  

• Must be able to communicate appropriately with different stakeholders about repair event details, often including technical information. 
• 
  Assist in removing delays in repair events and improve efficiency in the repair process, resulting in quality repairs and decreased downtime. 
• 
  Partner with our Infant Care Team and service locations to handle repairs, assist in identifying/ resolving channel readiness concerns, and drive quality in all processes. 
   

Education, Licenses, Certifications  

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.  
Compensation and Benefits  

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.  

Cummins and E- verify  

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. 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. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.  

This position does not require any Department of Transportation (DOT) related pre-screenings.  

Qualifications

This position is logistics based which provides support for units which are being tracked by Infant Care due to being new products that have just been released to the field. Duties include:

• Contacting certified repair locations via phone, chat, email, or any other means necessary.
• Gathering necessary repair event details and documenting in the appropriate system.
• Participating in required meetings, communicating cross-functionally, and maintaining involvement in ongoing repairs and events while any support may be deemed necessary.
• Handling potentially stressful situations with professionalism while driving quality interactions that reduce downtime and increase product and communication quality. 
• Assist with locating/sourcing necessary parts, tools, and any other items necessary to keep repair events moving smoothly.
• Other duties will vary as needs arise as related to supporting the products within RLS Infant Care Scope.