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For Companies At a Glance
- Tasks: Lead service technicians and ensure customer satisfaction in a dynamic office environment.
- Company: Join Cummins Europe, a leader in power solutions and aftermarket services.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Make a real impact by improving service processes and building strong customer relationships.
- Qualifications: High school diploma or equivalent; customer support experience preferred but not essential.
- Other info: This is an in-office position located in Leeds, UK.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a talented Customer Service Representative - Aftermarket Service to join our team specialising in Service for our CUK Service department in Leeds, United Kingdom. This role requires 100% presence in the office.
In this role, you will make an impact in the following ways:
- Lead and Coordinate Service Technicians to ensure all customer and service requirements are met efficiently and effectively.
- Monitor Team Performance through regular reviews with leadership to ensure branch targets are consistently achieved.
- Drive Continuous Improvement by implementing development plans to address operational gaps and performance issues.
- Ensure Process Compliance by owning and auditing service procedures, supported by KPI data analysis.
- Manage Warranty Processes by delivering training and ensuring accurate job closure and full claim recovery.
You will handle conflict situations effectively, focus on building strong customer relationships, and deliver customer-centric solutions. Uphold HS&E Standards by enforcing safety protocols, conducting risk assessments, and ensuring compliance on all sites. Safeguard People and Assets by promoting staff welfare, maintaining cleanliness, securing equipment, and ensuring environmental responsibility.
To be successful in this role, you will need the following:
- Strategic Planning & Prioritisation: You’ll need strong organisational skills to align daily tasks with broader business goals. You will coordinate and supervise Service Technicians to meet all service and customer requirements, and you will conduct regular performance reviews with the Service/Branch Manager, CSA, and WS Foreman to ensure branch targets are met.
- Analytical Thinking & Data Fluency: Success will depend on your ability to interpret and communicate both qualitative and quantitative data—using tools like dashboards and reports to drive performance insights and operational decisions.
- Effective Communication & Visualisation: You must be able to tell compelling stories with data—translating complex service metrics into clear, actionable insights for technicians, managers, and customers alike. You will own and enforce all service processes and procedures, supported by regular audits and KPI reviews.
- Leadership in Compliance & Safety: A proactive approach to enforcing health, safety, environmental, and operational standards is essential—ensuring your team not only meets KPIs but does so responsibly and sustainably. You will ensure environmentally responsible operations, and promote staff welfare, encouraging open communication and participation in monthly Health & Safety meetings.
Qualifications
Education/Experience:
- High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
- Computer Literate.
- Knowledge of Microsoft Office.
- Ability to work under pressure with self-drive and initiative.
- Proven experience in aftermarket customer support, preferred but not essential.
- Proven experience within the Powergen Stand by and Prime Power Business Sector, preferred but not essential.
- Supervisory skills, preferred but not essential.
- Industry knowledge in the repair and maintenance of electromechanical equipment is preferred but not essential.
Customer Service Representative - Aftermarket Service employer: Cummins Europe
Contact Detail:
Cummins Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative - Aftermarket Service
✨Tip Number 1
Familiarise yourself with Cummins' products and services, especially in the aftermarket sector. Understanding their offerings will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your data analysis skills, as this role requires interpreting performance metrics. Being able to discuss how you've used data to drive improvements in past roles can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed customer relationships or resolved conflicts in previous positions. This will showcase your ability to handle challenging situations and build rapport with clients.
✨Tip Number 4
Highlight any experience you have with health, safety, and environmental standards. Showing that you prioritise compliance and staff welfare will align well with Cummins' values and expectations for this role.
We think you need these skills to ace Customer Service Representative - Aftermarket Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any specific skills related to aftermarket services. Use keywords from the job description to demonstrate that you meet the qualifications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle conflict situations effectively. Mention how your skills align with the responsibilities outlined in the job description.
Showcase Analytical Skills: In your application, provide examples of how you've used data to drive performance insights in previous roles. This will demonstrate your analytical thinking and data fluency, which are crucial for this position.
Highlight Leadership Experience: If you have any supervisory or leadership experience, make sure to include it in your application. Discuss how you've coordinated teams or led projects, as this aligns with the role's requirements.
How to prepare for a job interview at Cummins Europe
✨Showcase Your Organisational Skills
As a Customer Service Representative, you'll need to demonstrate strong organisational skills. Be prepared to discuss how you prioritise tasks and manage your time effectively, especially when coordinating with service technicians.
✨Prepare for Data-Driven Discussions
Since the role involves analytical thinking and data fluency, brush up on your ability to interpret data. Be ready to explain how you've used data in past roles to drive performance improvements or solve problems.
✨Communicate Clearly and Effectively
Effective communication is key in this position. Practice explaining complex ideas simply and clearly, as you'll need to convey service metrics to both technicians and customers. Consider using examples from your previous experience.
✨Demonstrate Leadership Qualities
Even if you're applying for an entry-level position, showing leadership potential can set you apart. Think of instances where you've taken initiative or led a project, and be ready to share these stories during your interview.
