Analyst - Cummins CARE

DESCRIPTION

Job Summary

The Analyst - Cummins CARE provides routine customer support to end-users, distributors, and dealers through multi-channel platforms (phone, email, chat). The role requires accurate documentation of inquiries, resolution of routine issues, and timely escalation of complex cases. In addition to daily support operations, the analyst collaborates with product, QA, and development teams to resolve technical issues, improve service efficiency, and enhance customer satisfaction. The role also involves mentoring team members, monitoring performance metrics, and contributing to policy and process improvements.

Key Responsibilities

• Deliver prompt, accurate, and customer-centric support through phone, email, and chat.
• Document all customer interactions within Cummins systems and follow standard processes.
• Resolve routine queries using knowledge of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues with appropriate documentation.
• Manage day-to-day support operations for digital products such as Guidanz, QSOL, Insite, Service Plus, and Salesforce.
• Monitor and track support tickets, ensuring adherence to SLAs and service quality standards.
• Coordinate with product development, QA, and other cross-functional teams to resolve technical concerns.
• Handle escalations, providing guidance and ensuring timely resolution.
• Contribute ideas to enhance customer experience and operational efficiency.
• Assist in the development and implementation of support policies, procedures, and best practices.
• Train and mentor support team members to strengthen skills and product knowledge.
• Analyze customer feedback and support trends to identify service and product improvement opportunities.
• Prepare reports on support performance, customer satisfaction, and operational metrics.
• Stay updated on new product features, releases, and digital tool updates.

• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Customer Focus - Builds strong relationships and delivers customer-first solutions.
• Communicates Effectively - Delivers clear, concise, and audience-specific communication.
• Collaborates - Builds strong partnerships across teams and functions.
• Manages Conflict - Handles conflict situations constructively and with minimal disruption.
• Nimble Learning - Quickly adapts and learns from new challenges, successes, and failures.
• Values Differences - Leverages diverse perspectives and cultures for stronger outcomes.
• Service Capability, Capacity & Coverage - Applies Cummins standards to deliver consistent and capable service.
• Service Documentation - Maintains accurate, compliant, and complete customer records.
• Warranty Process - Applies Cummins warranty policies to assess claims and ensure accurate settlements.

• Required:
• High school diploma or equivalent.
• May require licensing for compliance with export controls or sanctions regulations.
• Preferred:
• Bachelor's degree in business administration, Operations, Marketing, Mechanical/Automobile Engineering, or a related field.

• Experience:
• 2+ years of relevant work experience in customer service, technical support, or call center operations.
• Prior exposure to subscription or digital product support preferred.
• Technical Skills:
• Proficiency in CRM and support platforms (e.g., Salesforce, Genesys, Omnichannel).
• Strong knowledge of MS Excel and familiarity with analytics/reporting tools (e.g., Power BI).
• Soft Skills:
• Strong interpersonal, communication, and leadership qualities.
• Detail-oriented with excellent problem-solving and conflict-resolution abilities.
• Customer-first mindset with focus on service quality and satisfaction.
• The ability to manage multiple priorities in a dynamic, fast-paced environment.

• Shifts: Rotational shifts in a 24x7 support environment (primarily night shifts from 4 PM onwards).
• Work Mode: Hybrid (onsite/remote as per business requirement).