Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations plays a crucial role in providing exceptional multi-channel customer support to Cummins' end-users, distributors, and dealers. The role is responsible for addressing routine customer queries, order-related concerns, and service inquiries across multiple platforms including chat, email, and phone. The analyst also supports process improvement initiatives and contributes to enhancing the overall customer experience.

Key Responsibilities:

Customer Support & Resolution:

• Provide responsive assistance to customer queries via phone, email, and chat.
• Document all customer interactions accurately in Cummins systems per standard operating procedures.
• Resolve routine inquiries using a working knowledge of Cummins systems, products, and processes.
• Escalate non-routine or complex issues with complete documentation and appropriate follow-up.

• Support inquiries related to product and parts availability, pricing, order entry, quote creation, invoice status, and shipment tracking.
• Collaborate across distribution functions to manage customer requests efficiently and accurately.
• Proactively communicate order status and address follow-up inquiries.

• Suggest improvements for customer-centric support based on recurring issues or customer feedback.
• Share insights with internal teams to drive enhancements in service delivery, tools, and processes.

• Action Oriented - Takes initiative and delivers results with urgency and enthusiasm.
• Collaborates - Builds effective relationships and works well across teams.
• Communicates Effectively - Tailors messages clearly across multiple communication modes.
• Customer Focus - Acts with the customer's best interest and satisfaction in mind.
• Manages Conflict - Navigates disagreements constructively.
• Nimble Learning - Learns from both successes and failures to adapt quickly.
• Values Differences - Appreciates diverse perspectives and encourages inclusive thinking.

• Service Capability, Capacity & Coverage - Applies knowledge of service delivery standards and tools to meet customer needs.
• Service Documentation - Accurately records service details using appropriate tools.
• Warranty Process - Understands warranty criteria and follows documentation requirements for resolution.

• Familiarity with ERP systems (such as SAP), CRM platforms, and call center tools.
• Proficiency in Microsoft Excel and Power BI for data analysis and reporting.
• Ability to interpret data and implement actionable insights for service improvement.

• Education: High school diploma or equivalent required.bachelor's degree in management or a related field preferred. MBA is an added advantage.
• Experience: Minimum 2 years of relevant experience in customer service or call center operations.Prior experience in technical support or order/parts management is preferred.

• Strong customer service orientation with a solution-driven mindset.
• Excellent verbal and written communication skills.
• Effective time management and organizational skills.
• Adaptability to fast-paced, dynamic work environments.

• Role requires flexibility to work in a 24x7 rotational shift setup.
• Primary work hours will align with evening and night shifts (starting at 4:00 PM IST onwards).
• A collaborative, high-performance team environment focused on customer excellence.