Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides routine customer support to end-users, distributors, and dealers across multiple channels including phone, email, and chat. This role focuses on delivering high-quality customer service, resolving inquiries efficiently, and supporting continuous improvement in customer care processes. The position requires strong communication skills, customer focus, and the ability to work in a dynamic, multi-channel environment under limited supervision.

Key Responsibilities

Customer Support & Service Delivery

• Provide prompt and effective support to customers via phone, email, and chat
• Handle multi-channel (multi-skill) customer interactions with professionalism and accuracy
• Resolve routine customer inquiries using knowledge of Cummins systems, processes, and practices
• Escalate complex or non-routine issues with proper documentation and context
• Ensure accurate documentation of all customer interactions in relevant systems

• Assist customers with order-related queries including parts availability, pricing, order entry, quotations, and shipment tracking
• Provide updates on order status, invoices, and delivery timelines
• Coordinate with cross-functional teams and distribution networks to support order management activities

• Follow established service processes, documentation standards, and quality guidelines
• Understand and apply new and existing Cummins systems and workflows
• Identify opportunities to improve customer experience, reduce response times, and enhance process efficiency
• Share feedback and insights from customer interactions with internal stakeholders

• Capture and maintain accurate service documentation in systems
• Support warranty-related processes by documenting issues and assisting with claim-related information
• Apply basic understanding of service capability, capacity, and coverage concepts to meet customer expectations

• Collaborate effectively with internal teams, including service, supply chain, and technical support
• Participate in training and development initiatives
• Contribute to a customer-centric and high-performance team environment

• Action Oriented - Demonstrates urgency, energy, and initiative in resolving customer needs
• Collaborates - Works effectively across teams to achieve shared goals
• Communicates Effectively - Delivers clear, concise, and audience-appropriate communication
• Customer Focus - Builds strong relationships and delivers customer-centric solutions
• Manages Conflict - Handles challenging situations professionally and constructively
• Nimble Learning - Quickly adapts and learns from experiences

• Service Capability, Capacity and Coverage
• Service Documentation
• Warranty Process Understanding
• Customer Service Operations Knowledge

• Bachelor's degree in Management, Business Administration, or related field (MBA preferred)
• High school diploma or equivalent (minimum requirement as per regulatory norms)
• May require licensing for export control or regulatory compliance

• Strong verbal and written communication skills
• Proficiency in ERP systems, Microsoft Excel, and Power BI
• Customer service and query resolution expertise
• Problem-solving and conflict resolution skills
• Data analysis and reporting capability
• Strong organizational and time-management skills
• Ability to work in a fast-paced, 24x7 operational environment

• Minimum 2+ years of relevant experience in customer service, call center, or support operations
• Prior experience in technical support or service operations preferred
• Experience handling multi-channel customer interactions (voice, chat, email) is advantageous

• 24x7 rotational shifts
• Primarily night shift (starting from 4:00 PM onwards), based on business requirement