Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations delivers routine multi-channel customer support to end-users, distributors, and dealers under limited supervision. The role is focused on resolving customer inquiries efficiently, documenting cases accurately, and escalating complex issues while contributing to continuous service improvement and customer excellence.

Key Responsibilities

• Document customer inquiries accurately within Cummins systems and tools.
• Provide timely assistance across chat, email, and phone channels.
• Resolve routine customer concerns using Cummins processes, tools, and knowledge resources.
• Escalate non-routine or technical issues with complete and accurate documentation.
• Maintain up-to-date understanding of Cummins processes, systems, and service practices.
• Contribute suggestions for improving customer experience and operational efficiency.

• Manage day-to-day operations for digital support platforms: Guidanz, QSOL, INSITE, Service Plus, Salesforce.
• Collaborate with Product, QA, and Engineering teams to ensure timely issue resolution.
• Monitor support case queues, performance metrics, and adherence to SLAs.
• Support creation and implementation of support policies and best practices.
• Handle escalations, provide guidance and mentorship to team members.
• Prepare regular reporting on operational performance and customer satisfaction.
• Stay informed on product enhancements and system upgrades.

• Action Oriented - Works proactively with urgency and energy.
• Collaborates - Fosters teamwork to achieve shared goals.
• Communicates Effectively - Delivers clear and audience-specific communication.
• Customer Focus - Advocates for delivering superior customer value.
• Manages Conflict - Handles disagreements constructively with minimal disruption.
• Nimble Learning - Learns and adapts quickly from both failures and successes.
• Service Capability, Capacity & Coverage - Uses knowledge of service network capabilities to drive effective service.
• Service Documentation - Ensures accurate data capture and case documentation.
• Warranty Process - Applies correct warranty analysis and claim filing procedures.
• Values Differences - Respects and embraces diverse perspectives.

• High school diploma/secondary education completion or equivalent relevant experience.
• May require licensing per export control or regulatory compliance needs.

• Previous experience in customer service and/or technical support preferred.
• Strong documentation, analytical and problem-solving skills.
• Ability to work efficiently in a multi-channel environment.

• Experience with customer communication platforms and CRM/ticketing systems.
• Familiarity with analytics and reporting tools.
• Strong interpersonal, coordination and leadership potential.

• Ability to work in rotational shifts as part of 24×7 operations.
• Primarily night shift coverage, starting from 4:00 PM IST onwards.