Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides routine support to customers, distributors, dealers, and internal stakeholders through multiple communication channels. The role involves documenting inquiries accurately, resolving basic customer issues using standard Cummins processes, and escalating complex concerns when necessary. Internal responsibilities may also include subscription operations support, monitoring service performance, assisting in troubleshooting, and contributing to continuous improvement initiatives for Cummins-owned products.

Key Responsibilities

• Respond to customer inquiries via phone, chat, and email with prompt and professional assistance.
• Document customer interactions thoroughly within relevant Cummins systems.
• Resolve routine issues using foundational product knowledge and established procedures.
• Escalate non-standard or complex cases with complete documentation for timely resolution.
• Maintain strong understanding of Cummins service processes, tools, products, and warranty procedures.
• Suggest improvements that enhance efficiency and elevate the customer experience.
• (Internal Focus) Manage subscription-related operations for Cummins products.
• (Internal Focus) Coordinate with Product Development, QA, and cross-functional teams on technical cases.
• Track support tickets, maintain SLA compliance, and contribute to performance reporting.
• Guide team members by sharing product knowledge and best practices.
• Analyze customer feedback to identify opportunities for product and service enhancements.
• Stay updated with product features, releases, and support requirements.

• Customer Focus
• Communicates Effectively
• Collaborates
• Action Oriented
• Manage Conflict
• Nimble Learning
• Values Differences
• Service Capability, Capacity & Coverage
• Service Documentation
• Warranty Process

• High school diploma / Secondary education completion required.
• Bachelor's degree in business administration, Operations, Marketing, or a related field preferred.
• May require licensing for compliance with export controls or sanctions regulations.

• Previous experience in customer service, support operations, or call center environment.
• Strong communication and interpersonal relationship-building skills.
• Detail-oriented with solid problem-solving ability.
• Comfort working in rotational/night shifts.

• 3-5 years of total work experience in customer support, subscriptions support, or operations.
• Familiarity with CRM platforms (Salesforce), omnichannel tools (e.g., Genesys), and support ticketing systems.
• Experience working with performance metrics and service improvement.
• Exposure to analytics tools for reporting and insights.

• Ability to work in a 24×7 shift structure (primarily night shifts).
• Fast learner with adaptability to evolving technologies.
• Strong customer-centric attitude and a team-first mindset.