Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst in Cummins CARE Operations provides routine support to customers-including end-users, distributors, and dealers-across multiple communication channels. The role ensures accurate documentation of inquiries, prompt resolution of routine issues, and escalation of non-routine issues. This position also contributes ideas for process improvements, supports internal parts and order management, and fosters a customer-centric environment.

Key Responsibilities

Customer Support & Issue Resolution

• Respond promptly to customer inquiries via chat, email, and phone.
• Document customer interactions in Cummins systems accurately.
• Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
• Escalate non-routine issues with proper documentation.

• Understand and apply new and existing Cummins processes and systems.
• Contribute suggestions to make processes more efficient and customer centric.
• Support initiatives aimed at improving customer experience and operational efficiency.

• Assist with order-related information, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Communicate across distribution functions to manage customer requests effectively.
• Provide insights and feedback to internal teams based on customer interactions.

• Action Oriented: Take initiative and handle challenges with energy and urgency.
• Collaboration: Build partnerships and work effectively with others to achieve objectives.
• Effective Communication: Deliver clear, multi-mode communications tailored to different audiences.
• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
• Conflict Management: Handle conflict situations efficiently with minimal disruption.
• Nimble Learning: Actively learn from experimentation and past experiences.
• Service Capability & Coverage: Apply processes to meet customer expectations, analyze metrics, and resolve service opportunities.
• Service Documentation: Accurately document customer, equipment, and technical information.
• Warranty Process: Analyze issues, determine root causes, and manage warranty claims according to Cummins standards.
• Values Differences: Recognize and leverage the value of diverse perspectives and cultures.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA is an advantage.
• Licensing may be required for compliance with export controls or sanction regulations.

• Minimum of 2 years' experience in customer service, technical support, or call center operations.
• Prior experience in parts support or order management preferred.
• Familiarity with ERP tools, Microsoft Excel, and Power BI.

• A customer-centric approach focused on quality and satisfaction.
• Strong problem-solving and conflict-resolution abilities.
• Strategic thinking and ability to manage routine operations efficiently.
• Knowledge of industry best practices in customer care and call management.
• Strong organizational and time-management skills.
• Adaptability to fast-paced, dynamic environments.
• Excellent verbal and written communication skills.