Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations provides multi-channel support to customers (end-users, dealers, and distributors), ensuring timely resolution of inquiries through various digital tools and platforms. This role involves routine technical assistance, system documentation, and escalation of non-routine issues, contributing to operational excellence and customer satisfaction.

Key Responsibilities:

External (General Job Responsibilities):

• Provide prompt, accurate assistance to customers via phone, email, and chat.
• Support day-to-day operations of digital platforms such as Guidanz, QSOL, Insite, Service Plus, Salesforce.
• Document and manage customer inquiries using appropriate Cummins systems.
• Resolve routine customer concerns using Cummins processes, tools, and published documentation.
• Escalate complex or non-standard issues with detailed documentation as required.
• Contribute to enhancing customer experience by identifying opportunities to improve support processes.

• Coordinate with product development, QA, and other cross-functional teams for technical issue resolution.
• Monitor support tickets and service levels, ensuring SLA adherence.
• Train and mentor support team members on tools, systems, and processes.
• Handle escalations, provide guidance, and assist in refining support policies and procedures.
• Prepare and analyze performance reports and customer satisfaction metrics.
• Stay updated on new features/releases by collaborating with product teams.

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Action Oriented: Takes initiative and acts with a sense of urgency.
• Communicates Effectively: Adapts communication style to different audiences and formats.
• Collaborates: Works well across teams to achieve shared goals.
• Manages Conflict: Resolves issues constructively while maintaining team cohesion.
• Nimble Learning: Embraces learning through experimentation and continuous improvement.
• Service Capability, Capacity & Coverage: Understands service readiness and ensures consistent support.
• Service Documentation: Accurately records all service-related interactions in systems.
• Warranty Process: Determines claim eligibility and manages warranty claims per company policy.
• Values Differences: Welcomes diverse perspectives and promotes inclusivity.

• High school diploma or certificate of completion of secondary education (or equivalent experience).
• Compliance with export controls or sanctions regulations may require specific licensing.

• Prior experience in customer support or technical assistance preferred.
• Experience managing digital tools/platforms and multi-channel communication is desirable.

• Familiarity with customer service platforms (e.g., Salesforce, telephone/chat systems).
• Working knowledge of analytics/reporting tools.
• Strong interpersonal, analytical, and leadership capabilities.
• Ability to work effectively in a rotational and night shift setup.

• Fast-paced, collaborative, and digitally driven.
• Requires flexibility to work in rotating shifts, including night hours.