Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

This role provides routine support to Cummins customers-end-users, distributors, and dealers-through multiple communication channels under limited supervision. The Analyst will document customer interactions, deliver timely assistance, resolve routine inquiries, and escalate complex issues when necessary. This role also supports subscription operations for Cummins-owned products while collaborating with cross-functional teams to enable efficient resolution and improved customer experience.

Key Responsibilities

• Provide prompt customer support across multiple channels including phone, email, and chat.
• Document all customer inquiries and resolutions within Cummins systems with accuracy.
• Resolve routine customer concerns by applying knowledge of Cummins processes and service standards.
• Escalate non-routine or complex issues with proper documentation and procedural compliance.
• Monitor ticket lifecycle, ensuring SLA compliance and process adherence.
• Coordinate with Product Development, QA, and internal stakeholders to resolve technical issues.
• Assist in developing customer service operational procedures and best practices.
• Analyze customer feedback, trends, and operational metrics to drive continuous improvement.
• Contribute ideas for operational efficiency and enhancement of customer-centric processes.
• Support training, mentoring, and knowledge building of team members.
• Stay updated on new product features, releases, and service capabilities.

• Action Oriented: Demonstrates urgency, initiative, and drive.
• Customer Focus: Builds strong customer relationships and ensures customer-centric outcomes.
• Communicates Effectively: Clear and adaptable verbal/written communication across audiences.
• Collaborates: Works effectively with team members and stakeholders to achieve shared goals.
• Manages Conflict: Addresses difficult situations with composure and fairness.
• Nimble Learning: Learns quickly through experimentation and applies insights to new challenges.
• Values Differences: Encourages diverse perspectives and fosters inclusivity.

• Service Capability, Capacity & Coverage: Understands and interprets service expectations, priorities, tools, and resource availability to meet customer needs.
• Service Documentation: Accurately captures customer, equipment, and technical details in service tools and systems.
• Warranty Process Knowledge: Understands warranty eligibility, claim requirements, and root cause determination to support accurate settlement.

• High school diploma or equivalent required (for external applicants)
• Bachelor's degree in business administration, Marketing, Operations, or related field preferred (for internal applicants)
• Licensing for export controls or sanctions regulations may be required based on business needs.

• Prior relevant work experience required; customer service or technical support preferred.
• For internal candidates: 3-5 years of experience in customer service, operations management, or related roles.

• Experience with CRM and subscription management tools.
• Familiarity with customer support platforms such as Genesys, Salesforce, Omnichannel.
• Data analysis capability to derive trends and insights.
• Strong interpersonal, problem-solving, and detail-oriented approach.
• Ability to multitask in a fast-paced, global operations environment.