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 timely resolution of routine inquiries, accurate documentation of interactions, escalation of non-routine issues, and contribution to process improvements. This position also supports internal parts and order management functions while maintaining a customer-centric approach.

Key Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries via chat, email, and phone with prompt, accurate assistance.
• Document all customer interactions in Cummins systems.
• Resolve routine customer issues using basic knowledge of Cummins processes, systems, and practices.
• Escalate non-routine issues with proper documentation and follow-up.

• Understand and apply new and existing Cummins processes and systems.
• Suggest process improvements to enhance efficiency and customer experience.
• Contribute to initiatives aimed at improving customer satisfaction and operational effectiveness.

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

• Action Oriented: Take initiative and approach challenges with energy and urgency.
• Collaboration: Work effectively with others to achieve shared goals.
• Effective Communication: Deliver clear, multi-channel communications tailored to different audiences.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Conflict Management: Handle conflict situations efficiently and constructively.
• Nimble Learning: Learn quickly from experimentation and past experiences.
• Service Capability & Coverage: Apply processes to meet customer expectations and analyze service metrics to resolve issues.
• Service Documentation: Accurately document customer, equipment, and technical information.
• Warranty Process: Analyze issues, determine root causes, and process warranty claims according to Cummins standards.
• Values Differences: Appreciate and leverage 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.
• Proficiency in ERP tools, Microsoft Excel, and Power BI.

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