Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for delivering timely, accurate, and professional support to customers including end-users, distributors, and dealers across multiple communication channels such as phone, email, and chat. Working under limited supervision, the role focuses on resolving product and parts-related inquiries, supporting order management, and ensuring positive customer experience through established Cummins tools and processes.

Key Responsibilities:

Customer Interaction & Case Handling:

• Provide multi-channel (phone/email/chat) support and resolve customer queries related to products, services, and parts.
• Document all interactions accurately in Cummins systems as per process standards.
• Escalate non-routine or complex issues with appropriate supporting documentation.
• Utilize knowledge of Cummins tools, systems, and policies to offer timely and efficient solutions.

• Assist customers with order-related queries including parts availability, pricing, quote generation, order entry, invoice details, and shipment tracking.
• Coordinate across distribution functions to support smooth end-to-end order processing.
• Provide proactive updates and follow-ups to customers, ensuring satisfaction and transparency.

• Adhere to defined processes and service level agreements (SLAs).
• Identify service gaps and contribute suggestions to improve customer-centric practices.
• Share feedback from customer interactions to drive process and system enhancements.

• Action Oriented - Shows urgency and enthusiasm in taking on new challenges.
• Collaborates - Builds effective relationships and works cooperatively with others.
• Communicates Effectively - Delivers clear, audience-appropriate messaging.
• Customer Focus - Dedicated to meeting customer expectations and delivering solutions.
• Manages Conflict - Resolves disagreements while maintaining professionalism.
• Nimble Learning - Learns quickly and applies knowledge in new situations.
• Values Differences - Welcomes diverse perspectives and leverages them for better outcomes.

• Service Capability, Capacity & Coverage - Applies understanding to ensure parts availability, support consistency, and meet customer demands.
• Service Documentation - Accurately captures customer and equipment data using required tools and systems.
• Warranty Process - Applies Cummins warranty practices to determine eligibility and file claims.

• Proficiency in Microsoft Excel and Power BI for reporting and analysis.
• Familiarity with ERP and CRM systems used in service and support environments.
• Analytical mindset to draw insights into customer interactions and support data.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA is a plus.

• Minimum 2 years of experience in customer service, call center, or parts/order support environment.
• Experience in ERP tools (e.g., SAP) and CRM platforms preferred.
• Technical or automotive/parts background is an added advantage.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA is a plus.

• Minimum 2 years of experience in customer service, call center, or parts/order support environment.
• Experience in ERP tools (e.g., SAP) and CRM platforms preferred.
• Technical or automotive/parts background is an added advantage.