Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE provides multi-channel customer support (phone, email, and chat) to end-users, distributors, and dealers, ensuring timely issue resolution and accurate documentation. The role involves resolving routine inquiries using Cummins processes and systems, escalating non-routine cases, and identifying opportunities to improve service efficiency. In addition, the Analyst manages subscription operations for Cummins-owned products, collaborates with technical and product teams, and supports continuous improvements in customer experience and operational effectiveness.

Key Responsibilities

• Deliver prompt customer support through chat, email, and phone in a 24x7 operations environment.
• Accurately document customer inquiries, equipment details, and resolutions in Cummins systems.
• Resolve routine customer issues by applying Cummins processes, systems, and practices.
• Escalate complex or non-routine cases with detailed documentation.
• Manage subscription operations for Cummins-owned products across all communication channels.
• Collaborate with product development, QA, and other technical teams to ensure timely issue resolution.
• Monitor support tickets, track key performance metrics, and ensure compliance with SLA requirements.
• Contribute to developing and implementing customer support policies, procedures, and best practices.
• Handle escalations, provide guidance, and mentor team members to strengthen skills and knowledge.
• Analyze customer feedback and support data to recommend improvements in products and services.
• Prepare reports on support performance, customer satisfaction, and service quality.
• Stay updated on product releases, new features, and diagnostic tools.

• Action Oriented - Tackles new opportunities and challenges with urgency, energy, and enthusiasm.
• Customer Focus - Builds lasting relationships and delivers customer-centric solutions.
• Communicates Effectively - Develops clear, audience-appropriate communications across multiple modes.
• Collaborates - Partners with others to achieve shared goals.
• Manages Conflict - Handles conflict effectively with minimal disruption.
• Nimble Learning - Learns quickly by applying lessons from both successes and setbacks.
• Values Differences - Embraces diverse perspectives and contributions.
• Service Capability, Capacity & Coverage - Applies Cummins standards to ensure consistent service delivery.
• Service Documentation - Maintains complete and accurate service records.
• Warranty Process - Evaluates and files warranty claims in line with Cummins policies and guidelines.

• Minimum Requirement (External):
• High school diploma or equivalent.
• May require licensing for compliance with export controls or sanctions regulations.
• Preferred (Internal/External):
• Bachelor's degree in business administration, Marketing, Operations, or a related field.

• Experience:
• 3-5 years of experience in customer service, operations management, or related roles.
• Prior technical support or call center operations experience preferred.
• Skills:
• Strong communication, interpersonal, and problem-solving skills.
• Detail-oriented with ability to manage complex customer operations.
• Proficiency with subscription management software, CRM tools, and ERP systems.
• Familiarity with customer call platforms (Genesys, Omnichannel, Salesforce).
• Experience with analytics tools for performance tracking and trend analysis.
• Strong organizational and time management abilities.
• Ability to work in a fast-paced and dynamic environment.
• Leadership and mentoring skills to guide team members.

• Shift: Rotational || Hybrid || Primarily Night Shift (from 4 PM onwards).
• Collaboration: Regular interaction with cross-functional teams including product, QA, and engineering.
• Growth: Opportunities to mentor, contribute to process improvement, and build cross-domain expertise.