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-centric support while adhering to Cummins processes, systems, and service standards. The role also contributes to continuous improvement by identifying opportunities to enhance customer experience, operational efficiency, and service quality.

Key Responsibilities

• Provide prompt and professional customer support 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.
• Build 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.
• Provide parts support, including assistance with parts availability, pricing, order entry, quote creation, order status, invoicing, and shipment tracking.
• Communicate effectively across distribution functions and nodes to support order management and customer requests.
• Develop and support initiatives to improve customer satisfaction, reduce response times, and enhance service outcomes.
• Provide insights and feedback to internal stakeholders based on customer interactions and service trends.

• Action Oriented: Demonstrates urgency, initiative, and enthusiasm when addressing challenges and opportunities.
• Collaborates: Builds strong partnerships and works collaboratively to achieve shared objectives.
• Communicates Effectively: Delivers clear, concise, and audience-appropriate communication across multiple channels.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict situations constructively and professionally.
• Nimble Learning: Learns through experience and adapts quickly to new challenges.
• Service Capability, Capacity, and Coverage: Applies service processes and metrics to deliver consistent and capable service.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical records 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.
• Bachelor's degree in Management or a related field is preferred; MBA is an advantage (internal candidates).
• This position may require licensing or authorization to comply with export control or sanctions regulations.

• Previous relevant work experience is required.
• Prior customer service, call center, parts support, and/or technical support experience is preferred.
• Minimum of 2+ years of experience in customer service or call center operations (internal preference).
• Proficiency in ERP systems and reporting tools such as Microsoft Excel and Power BI.
• Strong written and verbal communication, problem-solving, and conflict resolution skills.
• Ability to analyze data, identify trends, and implement actionable insights.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Customer-centric mindset with a focus on service quality and satisfaction.
• Adaptability to work effectively in a fast-paced, dynamic environment.

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