Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst in Cummins CARE Operations provides routine support to customers-including end-users, distributors, and dealers-across multiple communication channels. This role ensures timely resolution of customer inquiries, accurate documentation of interactions, and collaboration with internal teams to improve customer experience. The position also contributes ideas for process improvements, supports parts and order management, and may escalate non-routine issues to higher levels.

Key Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries through chat, email, and phone with prompt and accurate assistance.
• Document all customer interactions in the appropriate Cummins systems.
• Resolve routine customer issues using knowledge of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues with proper documentation.

• Understand and apply new and existing Cummins processes and practices.
• Contribute suggestions to improve existing processes, making them more customer-centric and efficient.
• Support continuous improvement initiatives within CARE Operations.

• Assist with order-related queries including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Communicate effectively across distribution functions to facilitate order management and customer requests.
• Provide feedback and insights to internal teams based on customer interactions.

• Action Oriented: Take on new challenges with urgency, energy, and enthusiasm.
• Collaboration: Build partnerships and work collaboratively to achieve objectives.
• Effective Communication: Deliver clear, audience-appropriate communications across multiple modes.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Conflict Management: Handle conflicts effectively and with minimal disruption.
• Nimble Learning: Learn quickly from successes and failures when tackling new challenges.
• Service Capability & Coverage: Apply processes to meet customer expectations, analyzing metrics to improve service delivery.
• Service Documentation: Accurately document customer, equipment, and technical information in service management systems.
• Warranty Process: Analyze issues, determine root causes, and manage warranty claims accurately.
• Values Differences: Appreciate and leverage diverse perspectives and cultures.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA is an advantage.
• Licensing may be required to comply with export control or sanction regulations.

• Minimum of 2 years' experience in customer service, technical support, or call center operations.
• Prior experience in parts support or order management preferred.
• Familiarity with ERP tools, Microsoft Excel, and Power BI.

• Customer-centric mindset with a focus on quality and satisfaction.
• Strong problem-solving, conflict resolution, and analytical skills.
• Strategic thinking and ability to manage routine operations efficiently.
• Knowledge of industry best practices in customer care and call management.
• Strong organizational and time-management abilities.
• Adaptability to fast-paced and dynamic environments.
• Excellent verbal and written communication skills.