Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations provides routine customer support to end-users, distributors, and dealers across multiple communication channels (phone, chat, and email). This role focuses on timely query resolution, accurate documentation, and contributing to continuous improvement in customer service practices. The analyst works under limited supervision and leverages Cummins tools and processes to deliver consistent, high-quality customer experiences.

Key Responsibilities:

• Respond to customer inquiries promptly through multi-channel support (phone/email/chat).
• Log and maintain accurate inquiry details in Cummins systems.
• Resolve routine issues using established processes and service documentation.
• Escalate non-routine issues as per process guidelines, with clear documentation.
• Support order management activities including parts availability, pricing, quotes, order status, and shipment tracking.
• Communicate effectively across distribution nodes to handle customer needs.
• Suggest improvements to existing processes to enhance customer experience.
• Analyze customer interactions and provide feedback for product and service enhancements.

• Action Oriented: Takes initiative and pursues work with energy and enthusiasm.
• Collaborates: Works cooperatively across teams to achieve goals.
• Communicates Effectively: Tailors communication to meet audience needs.
• Customer Focus: Builds positive customer relationships and delivers value.
• Manager's Conflict: Resolves disagreements professionally and productively.
• Nimble Learning: Embraces learning from successes and failures.
• Values Differences: Appreciates diversity and leverages varied perspectives.

• Service Capability, Capacity, and Coverage: Understands and apply Cummins' service network capabilities to meet customer expectations.
• Service Documentation: Ensures accurate records of technical and customer information in service systems.
• Warranty Process: Evaluates and documents warranty eligibility and submits claims with proper justification.

• High school diploma or equivalent required.
• Bachelor's degree in management or a related field preferred (MBA desirable).
• This position may require licensing to comply with export control or sanctions regulations.

• Minimum of 2 years of customer service or call center experience.
• Prior technical support or order management experience preferred.

• Proficiency in ERP tools and customer service platforms.
• Working knowledge of Microsoft Excel and Power BI.
• Familiarity with ticketing and CRM systems.

• Strong verbal and written communication.
• Strategic and solution-oriented thinking.
• Excellent organizational and time management skills.
• Ability to work in a high-pressure, fast-paced environment.
• Customer-centric mindset with a continuous improvement approach.

• This role is part of a 24x7 rotational operations model , primarily involving night shifts starting from 4:00 PM IST onwards . Flexibility is required to support global customer demands.