Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides multi-channel support (phone, email, chat) to end-users, distributors, and dealers, ensuring efficient resolution of customer queries and accurate documentation in Cummins systems. The role involves managing subscription operations for Cummins-owned products, coordinating with cross-functional teams, monitoring support performance, and contributing to continuous process improvement. Analysts are also expected to mentor team members, manage escalations, and support the development of policies and best practices that enhance the customer experience.

Key Responsibilities

• Provide prompt assistance to customers via phone, email, and chat, documenting all interactions in Cummins systems.
• Resolve routine issues using Cummins processes and practices; escalate non-routine issues with appropriate documentation.
• Manage day-to-day operations of subscription and product support systems (e.g., QSOL, Salesforce, Genesys, Omnichannel).
• Monitor support tickets, track KPIs/SLAs, and ensure adherence to service standards.
• Coordinate with product development, QA, and other teams to resolve technical issues effectively.
• Contribute ideas to improve service efficiency, customer experience, and operational processes.
• Handle escalations and provide guidance to ensure timely resolution of customer concerns.
• Assist in developing and implementing support policies, procedures, and best practices.
• Train and mentor support team members to enhance skills, product knowledge, and service delivery.
• Analyze customer feedback and support trends to recommend improvements to products and services.
• Collaborate with internal teams to stay updated on new features, releases, and service updates.
• Prepare and present regular reports on performance, customer satisfaction, and operational metrics.

• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Customer Focus - Builds strong relationships and delivers customer-centric 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 learns and adapts from new challenges, successes, and failures.
• Values Differences - Leverages diverse perspectives and cultures for stronger outcomes.
• Service Capability, Capacity & Coverage - Ensures service delivery aligns with Cummins standards.
• Service Documentation - Creates accurate, compliant, and complete records of customer interactions.
• Warranty Process - Applies Cummins guidelines to evaluate, document, and process warranty claims effectively.

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

• Experience:
• Minimum 2-5 years of experience in customer service, operations management, or call center environments.
• Experience with subscription management and/or technical customer support preferred.
• Technical Skills:
• Proficiency in CRM and customer support platforms (e.g., Salesforce, Genesys, Omnichannel).
• Strong knowledge of MS Excel and data analysis tools (Power BI).
• Familiarity with analytics and reporting tools.
• Soft Skills:
• Strong interpersonal and communication abilities.
• Detail-oriented with excellent problem-solving and conflict-resolution skills.
• Customer-first mindset with a focus on quality and satisfaction.
• Ability to train, mentor, and guide team members.
• Organizational and time-management skills for high-volume operations.
• Adaptability to rotational shifts and fast-paced environments.

• Shifts: Rotational | 24x7 operations (primarily night shifts from 4 PM onwards).
• Work Mode: Hybrid (onsite/remote based on business requirements).
• Culture: Customer-focused, collaborative, and growth-oriented with opportunities for skill development and career progression.