Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides routine customer support to end-users, distributors, and dealers through multiple communication channels. The role focuses on delivering timely, accurate, and customer-centric support while adhering to Cummins processes, systems, and quality standards under limited supervision.

Key Responsibilities

• Document customer inquiries and interactions accurately within appropriate Cummins systems.
• Provide prompt and professional assistance to customers through multiple channels, including phone, email, and chat.
• Deliver multi-skill, multi-channel support to address routine customer requests and concerns.
• Resolve routine customer issues through a foundational understanding of Cummins processes, systems, and practices.
• Identify and escalate non-routine or complex issues, ensuring complete and accurate documentation as per defined processes.
• Build and maintain working knowledge of new and existing Cummins tools, systems, and operational practices.
• Contribute ideas and recommendations to improve process efficiency, service quality, and overall customer experience.

• Action Oriented: Demonstrates a sense of urgency, energy, and enthusiasm when taking on new challenges.
• Collaborates: Builds effective partnerships and works collaboratively to achieve shared objectives.
• Communicates Effectively: Delivers clear, concise, and audience-appropriate communication across multiple modes.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Addresses conflict situations constructively with minimal disruption.
• Nimble Learning: Learns quickly through experience, feedback, and continuous improvement.
• Values Differences: Respects and leverages diverse perspectives and cultural differences.
• Service Capability, Capacity, and Coverage: Applies service capability principles to meet customer expectations using available parts, tools, information, and resources.
• Service Documentation: Ensures accurate creation and maintenance of customer, equipment, and service records in required systems.
• Warranty Process Knowledge: Analyzes issues, interprets warranty policies, and supports accurate claim documentation and submission.

• High school diploma or certificate of completion of secondary education or equivalent experience, as permitted by applicable regulations.
• Bachelor's degree in Management or a related field preferred (MBA desirable for internal candidates).
• This position may require licensing or authorization to comply with export control or sanctions regulations.

• Previous relevant work experience is required.
• Prior experience in customer service, technical support, or call center operations is preferred.
• For internal candidates, a minimum of 2+ years of experience in customer service or call center management is desirable.

• Strong written and verbal communication skills.
• Customer-centric mindset with a strong focus on service quality and satisfaction.
• Problem-solving and conflict resolution capabilities.
• Ability to work effectively in a fast-paced, 24x7 operational environment.
• Proficiency in ERP systems, Microsoft Excel, and analytics tools such as Power BI (preferred).
• Strong organizational, time-management, and multitasking abilities.
• Ability to analyze data and translate insights into actionable improvements.

• Willingness to work in a 24x7 rotational operations environment.
• Primarily night shift coverage starting from 4:00 PM onwards.