Customer Service Representative

DESCRIPTION

We are looking for a talented Customer Service Representative to join our team specializing in Service for our Distribution Business Unit in Langley, Berkshire, United Kingdom.

This is a Permanent contract working fully onsite 37.5hrs Per week.

• Monday – Friday from 8.30am to 4.30pm

In this role, you will make an impact in the following ways:

• Customer Service Excellence: You ensure a smooth day‑to‑day flow by handling customer requests promptly and professionally, strengthening customer trust and satisfaction.
• Efficient Scheduling: You optimise technician planning for both planned and unplanned service events, improving response times and operational efficiency.
• Accurate Documentation: You maintain high‑quality data in SAP and Guidanz, supporting clear visibility, compliance, and effective service delivery.
• Service Quotation Quality: You create timely and accurate quotations that support both customer decision‑making and internal financial performance.
• Technical Issue Resolution: You collaborate through the Cummins CARE process to drive fast, effective resolutions and enhance customer experience.
• Strong WIP Management: You manage and close service events on time to help the branch and segment meet AOP and maintain healthy margins.
• Cross‑Functional Collaboration: You work with Sales and HSE teams to identify service opportunities, manage safety requirements, and contribute to business growth.
• Operational Performance: You drive UK Service KPIs by supporting safety practices, customer satisfaction (NPS/Qualtrics), and continuous operational improvement.

RESPONSIBILITIES

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

• Strong service operations expertise: Good knowledge of customer care, warranty processes, financial understanding, and solid experience using SAP and Guidanz to document, manage, and close service requests.
• Excellent planning and coordination skills: Ability to schedule technicians for planned and unplanned events, manage WIP, support AOP targets, and collaborate effectively with Sales and Technical teams.
• Technical understanding: Working knowledge of engines and service operations to support technical escalations, customer care processes and provide accurate service quotations.
• Commitment to customer satisfaction and safety: Ability to drive NPS results, manage daily safety needs, conduct JSO and TOFS, and maintain strong communication with customers and technicians.

QUALIFICATIONS

Education/ Experience:

• 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.
• Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2424894

Relocation Package No

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.