Parts Interpreter at Cummins Inc.

Job description

• To receive and process parts orders and enquiries ensuring customer requirements are met in a professional and timely manner.
• To provide a professional after-hour service to Customer and the Workshop.
• Remain conversant with company products and services.
• Actively market & sell products & services
• Conduct constructive customer calls: Quantity of calls made vs. customer base
• Handle customer enquiries:
• Quantity of quotes made vs. enquiries received.
• Quantity of invoices vs. quotes.
• Quantity of lost sales vs. quotes (excludes back orders).
• Quantity of credits vs. sales (excluding core).
• Close sales: Quantity of sales vs. AOP.
• Manage back-orders: Oldest date of back order not more than 2 weeks & Back orders received by lost sales.
• Provide Product Support: Interpret customer enquiries & provide relevant information and satisfy customer needs & concerns.
• Ensure customer satisfaction: Positive trend in customer satisfaction index.
• Maintain customer records: Accurate data
• Build & maintain customer relationships: Positive trend in customer satisfaction index.
• HSE related tasks (Update registers, monthly meetings to be held, on site HSE representative, administration regarding this)
• Resolve AR queries, and maintain a clear negative balance sheet, by following up on customer cash funds, and correct accordingly.
• Ensure compliance by adhering to all implemented MIP’s, for example: Credit notes, Over/under shipment from CGL, and manual waybill processes.

Requirements

• Matric/N3
• Sales/marketing qualification - Advantage
• Business studies qualification – desirable

Skills And Experience Required

• Attention to detail.
• Time management.
• Good communication skills
• Telesales experience – Essential
• Experience gained in a customer enquiry/assistance department
• Parts Sales Experience – desirable
• Dealing with customers over the phone
• Extensive and up to date knowledge of Cummins Products and systems
• Parts System knowledge of Rascal system
• Knowledge of Quick Serve On-line