Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations role provides routine support to customers, including end-users, distributors, and dealers, by responding to inquiries across multiple communication channels under limited supervision. The position focuses on delivering timely, accurate, and customer-focused support while adhering to Cummins processes, systems, and service standards. The role also contributes to continuous improvement by identifying opportunities to enhance customer experience and operational efficiency.

Key Responsibilities

• Provide prompt and professional support to customers through multiple channels, including phone, email, and chat.
• Accurately document customer inquiries, interactions, and resolutions within appropriate Cummins systems.
• Resolve routine customer issues using a foundational understanding of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues in accordance with defined processes, ensuring complete and accurate documentation.
• Develop and maintain working knowledge of new and existing Cummins processes, systems, and practices.
• Contribute ideas and suggestions to improve customer-centricity, efficiency, and effectiveness of existing processes.
• Apply service capability, capacity, and coverage principles to meet customer expectations and business priorities.
• Create, verify, and maintain customer, equipment, and technical documentation using required service tools.
• Support warranty-related activities by analyzing customer issues, determining eligibility, and ensuring accurate claim documentation.
• For internal scope, manage day-to-day operational activities for digital products such as Guidanz, QSOL, Insite, Service Plus, and Salesforce.
• Coordinate with product development, QA, and cross-functional teams to resolve technical issues in a timely manner.
• Monitor support tickets, track performance metrics, and ensure adherence to defined SLAs.
• Assist in developing and implementing support policies, procedures, and best practices.
• Handle escalations and provide guidance to team members as required.
• Train and mentor support team members to enhance technical skills, product knowledge, and customer service capability.
• Prepare and share regular reports on support performance, service quality, and customer satisfaction.
• Collaborate with product teams to stay updated on new features, enhancements, and releases.

• Action Oriented: Demonstrates urgency, initiative, and enthusiasm when taking on new opportunities and challenges.
• Collaborates: Builds effective partnerships and works collaboratively with others to achieve shared objectives.
• Communicates Effectively: Delivers clear, concise, and audience-appropriate communication across multiple formats.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict situations constructively and professionally.
• Nimble Learning: Learns actively through experience and adapts quickly to new challenges.
• Service Capability, Capacity, and Coverage: Applies service processes and metrics to provide consistent and capable service.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical information in service systems.
• Warranty Process Knowledge: Analyzes issues, determines warranty eligibility, and processes claims in accordance with published guidelines.
• Values Differences: Recognizes and values diverse perspectives and cultures.

• High school diploma or certificate of completion of secondary education, or equivalent experience as permitted by applicable regulations.
• This position may require licensing or authorization to comply with export control or sanctions regulations.

• Previous relevant work experience is required.
• Prior customer service and/or technical support experience is preferred.
• Familiarity with multi-channel customer support environments and customer call handling platforms.
• Working knowledge of analytics and reporting tools is an advantage.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Demonstrated leadership and mentoring capabilities for internal candidates.

• Willingness to work in a rotational 24x7 operations environment, primarily supporting night shifts starting from 4:00 PM onwards.