Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for delivering prompt, courteous, and effective customer support across various channels including phone, email, and chat. This role involves resolving routine customer inquiries, documenting interactions, and escalating more complex issues appropriately. Under limited supervision, the Analyst ensures adherence to Cummins systems, processes, and service standards while also contributing toward continuous improvement efforts.

Key Responsibilities:

• Deliver multi-channel support (Chat/Email/Phone) to end-users, distributors, and dealers.
• Document and manage customer inquiries accurately using Cummins systems.
• Address routine service and parts-related issues using a working knowledge of Cummins tools and processes.
• Escalate non-routine queries with complete and accurate documentation.
• Provide updates and resolution on part-related concerns including availability, pricing, order tracking, and shipment.
• Collaborate with distribution and functional teams to fulfill customer needs.
• Recommend and support improvements for enhanced customer satisfaction and operational efficiency.
• Contribute feedback from customer interactions to improve internal systems and processes.

• Action Oriented: Takes initiative and delivers with urgency and enthusiasm.
• Collaborates: Fosters strong working relationships across teams.
• Communicates Effectively: Clearly conveys information across communication modes.
• Customer Focus: Builds and maintains customer trust through solution-oriented support.
• Manages Conflict: Navigates disputes professionally and calmly.
• Nimble Learning: Learns rapidly from both successes and challenges.
• Values Differences: Embraces and respects cultural and professional diversity.

• Service Documentation: Accurately captures customer, product, and service data using the required tools.
• Service Capability, Capacity and Coverage: Understands the service network and its alignment with customer and business priorities.
• Warranty Process: Determines service eligibility and manages warranty claims per company policy.

• Proficiency in ERP and CRM systems (e.g., SAP, Salesforce).
• Working knowledge of Microsoft Excel and Power BI for data analysis.
• Familiarity with analytics tools and customer service metrics.
• Strong interpersonal, written, and verbal communication skills.

• Education:
• High School diploma or equivalent is mandatory.
• Bachelor's degree in management or a related field is preferred.
• MBA will be an added advantage.
• Experience:
• Minimum 2 years of experience in customer service or call center operations.
• Experience in technical support, order/parts management, or ERP-based environments preferred.
• Licensing (if applicable):
• May require licensing to comply with export controls or sanctions regulations depending on the location.

• Candidates already working within Cummins should additionally demonstrate:
• Ability to support lifecycle inquiries: parts availability, order entry, quotes, shipment tracking, and invoicing.
• Cross-functional communication with distribution nodes and supply chain teams.
• Previous success in customer satisfaction enhancement and SLA adherence.
• Experience generating customer-centric reports and presenting insights.

• Flexible working in a 24x7 rotational shift model , with primary hours aligned to evening and night shifts (starting from 4:00 PM IST onwards).
• Fast-paced, process-driven team setup with a focus on continual learning and customer satisfaction.