Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for providing efficient and high-quality support to Cummins customers—including end-users, dealers, and distributors—via multiple communication channels such as chat, phone, and email. Working under limited supervision, the role requires accurate documentation, timely resolution of inquiries, and a strong understanding of Cummins systems, services, and customer care practices. Analysts also play a role in identifying process improvements to enhance customer experience.

Key Responsibilities:

• Deliver multi-channel customer support (Phone/Email/Chat).
• Accurately document all customer inquiries using Cummins service systems.
• Resolve routine customer issues using standard procedures and tools.
• Escalate non-routine or complex issues with thorough documentation as required.
• Support order management queries related to parts availability, pricing, shipment tracking, invoice generation, etc.
• Collaborate across Cummins' distribution functions to ensure efficient resolution of customer concerns.
• Suggest improvements for operational efficiency and customer satisfaction.
• Share feedback and trends from customer interactions with internal stakeholders.

• Action Oriented: Displays high energy, urgency, and initiative in task execution.
• Collaborates: Works well across teams and functions to achieve shared goals.
• Communicates Effectively: Adapts communication style to suit the audience and medium.
• Customer Focus: Builds lasting relationships and proactively addresses customer needs.
• Manages Conflict: Resolves differences constructively and maintains professionalism.
• Nimble Learning: Learns quickly from both success and setbacks.
• Values Differences: Embraces diversity in perspectives, people, and practices.

• Service Capability, Capacity and Coverage: Understands how to align customer expectations and service delivery across the network.
• Service Documentation: Accurately records equipment, customer, and service data to ensure a traceable and complete work history.
• Warranty Process: Reviews and submits warranty claims by identifying root causes and documenting eligibility in compliance with policy.

• High school diploma or secondary education certificate required.
• Bachelor's degree in management or a related field preferred (MBA desirable).
• May require compliance certification depending on regional export control regulations.

• 2+ years of experience in customer service, parts support, or call center operations.
• Prior experience in technical support, order management, or aftermarket service roles preferred.

• Proficiency in ERP platforms (e.g., SAP), CRM systems, and order management tools.
• Intermediate to advanced skills in Microsoft Excel and Power BI for data interpretation.
• Familiarity with ticketing systems and customer analytics platforms.

• Strong problem-solving and conflict resolution capabilities.
• Strategic thinking with attention to operational excellence.
• Proven organizational and time management skills.
• Resilient and adaptable in high-pressure, fast-paced environments.
• Excellent written and verbal communication skills.

• Ability to handle parts support-related queries including quote creation, availability checks, shipment follow-up, and invoice requests.
• Effective at navigating cross-functional collaboration to deliver end-to-end support.
• Demonstrated history of driving customer satisfaction through proactive issue handling.

• This role operates in a 24x7 shift model , primarily night shifts starting from 4:00 PM IST onwards .
• The role demands flexibility, process adherence, and a proactive mindset for handling global customer needs.