Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides routine and multi-channel support to customers including end-users, distributors, and dealers through chat, email, and phone interactions. The role focuses on delivering timely and accurate assistance, resolving queries using Cummins systems and processes, and escalating complex issues when necessary. This position works under limited supervision and contributes to enhancing customer experience and operational efficiencies.

Key Responsibilities

• Document customer inquiry information accurately in relevant Cummins systems.
• Provide prompt, professional customer support across multiple channels (chat/email/phone).
• Resolve routine customer concerns using knowledge of Cummins products, tools, processes, and systems.
• Escalate non-routine or complex issues with proper documentation and follow-through.
• Maintain awareness of new and evolving Cummins processes, systems, and service practices.
• Suggest improvements to enhance customer centricity and process efficiency.

• Manage daily operations for digital tools including Guidanz, QSOL, INSITE, Service Plus, Salesforce.
• Coordinate cross-functionally with Product, QA, Engineering, and Operations teams to drive timely resolution of technical issues.
• Monitor ticket handling, performance metrics, and ensure SLA compliance.
• Support implementation of customer support policies, procedures, and best practices.
• Handle escalation cases and provide direction to team members.
• Train and mentor support staff to improve product knowledge and customer handling skills.
• Prepare and maintain operational and customer satisfaction reports.
• Stay updated on feature enhancements and product updates.

• Action Oriented - Takes on new opportunities with urgency and enthusiasm.
• Collaborates - Works effectively with teams to achieve common goals.
• Communicates Effectively - Ensures clear and tailored communication across audiences.
• Customer Focus - Builds strong relationships and ensures customer-centric solutions.
• Manages Conflict - Handles disagreements constructively and calmly.
• Nimble Learning - Learns through experimentation and adapts based on outcomes.
• Service Capability, Capacity & Coverage - Applies service standards to drive optimal service delivery.
• Service Documentation - Ensures accurate capture and documentation of service-related information.
• Warranty Process - Applies the correct interpretation of warranty coverage and filing requirements.
• Values Differences - Appreciates diverse perspectives and fosters an inclusive environment.

• High school diploma or secondary education completion required; equivalent experience permitted per regional regulations.
• May require licensing or certification in alignment with export control compliance or other regulatory guidelines.

• Prior experience in customer service and/or technical support preferred.
• Knowledge of Cummins systems and business practices is an advantage.
• Ability to handle multi-system and multi-channel support operations.
• Strong analytical, documentation, and problem-solving skills.

• Experience using customer interaction and ticketing platforms (phone, CRM, chat tools).
• Exposure to analytics/reporting tools.
• Strong interpersonal, mentoring, and coordination skills.
• Ability to work effectively under SLAs and operational performance measurements.

• Willingness to work in rotational shifts as part of 24x7 operations (primarily night shift starting from 4 PM IST onwards).