Customer Service Representative

Customer Service Representative

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.

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.

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.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.