Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for delivering multi-channel customer support and resolving routine inquiries from end-users, distributors, and dealers. Operating under limited supervision, this role leverages Cummins systems and processes to address service requests and provide timely and accurate information. The analyst is also expected to support digital product operations and contribute to continuous service improvement initiatives.

Key Responsibilities:

• Provide customer assistance through phone, chat, and email platforms with professionalism and efficiency.
• Document all customer interactions accurately in Cummins systems as per standards.
• Use basic knowledge of Cummins processes and tools to resolve standard issues.
• Escalate non-routine or unresolved queries with required documentation.
• Manage digital support for platforms such as Guidanz, QSOL, Insite, Service Plus, and Salesforce .
• Monitor and resolve support tickets while maintaining SLA compliance.
• Support the development of support policies, best practices, and performance metrics.
• Collaborate with QA, development, and product teams to resolve technical/product-related issues.
• Generate regular performance and customer satisfaction reports.
• Share knowledge and contribute to peer training and onboarding initiatives.
• Recommend and participate in improvements to processes that enhance customer experience and operational efficiency.

• Action Oriented - Eagerly takes on new challenges and tasks with energy and urgency.
• Collaborates - Partners effectively with colleagues across departments.
• Communicates Effectively - Tailors messages clearly to different audiences and channels.
• Customer Focus - Commits to meeting customer needs and building long-term relationships.
• Manages Conflict - Handles disagreements in a constructive, low-disruption manner.
• Nimble Learning - Learns from experience and readily applies insights.
• Values Differences - Embraces diverse perspectives and cultural backgrounds.

• Service Capability, Capacity, and Coverage - Ensures the right tools, technicians, and information are in place to meet customer needs.
• Service Documentation - Accurately logs service and technical details for future reference and compliance.
• Warranty Process - Applies Cummins' warranty policies effectively, managing claims with proper documentation.
• Service Information Process - Organizes and shares technical and service content to ensure team access and understanding.

• Required: High School Diploma or equivalent qualification.
• Preferred: Bachelor's degree in management, Business Administration, or a related field.
• This role may require licensing to comply with export control/sanction regulations.

• Previous relevant work experience in technical/customer support preferred.
• Familiarity with Cummins platforms and tools (e.g., QSOL, Service Plus, Salesforce) is an advantage.
• Proven ability to work in a multi-channel support environment.
• Experience in managing support operations and ticket tracking against SLAs.
• Exposure to digital product support is desirable.

• Proficiency in CRM systems and customer support tools.
• Basic understanding of analytics/reporting tools (Power BI, Excel).
• Strong written and verbal communication skills.
• Team player with leadership potential and mentoring capability.
• Familiarity with customer contact platforms and performance dashboards.

• Rotational Shifts: Support coverage in 24x7 operations
• Primary Shift: Evening/Night (starting 4:00 PM IST onwards)
• Flexibility to adjust work hours based on global business requirements.