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 promptly to customer inquiries via chat, email, and phone.
• Document all customer interactions accurately in Cummins systems.
• Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
• Escalate non-routine issues with proper documentation.

• Understand and apply new and existing Cummins processes and systems.
• Contribute ideas to enhance process efficiency and customer-centricity.
• Support initiatives aimed at improving customer satisfaction and operational effectiveness.

• Assist with order-related queries, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Communicate effectively across distribution functions to manage customer requests.

• Action Oriented: Approach challenges with energy, urgency, and enthusiasm.
• Collaboration: Build partnerships and work effectively with others to meet objectives.
• Effective Communication: Deliver clear communications across multiple channels and audiences.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Conflict Management: Handle conflicts efficiently and constructively.
• Nimble Learning: Learn quickly from experimentation, successes, and failures.
• Service Capability & Coverage: Apply processes to meet customer expectations, analyze service metrics, and resolve issues.
• Service Documentation: Accurately document customer, equipment, and technical information.
• Warranty Process: Analyze issues, determine root causes, and manage warranty claims by 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.

• A customer-centric mindset focused on quality and satisfaction.
• Strong problem-solving, conflict resolution, and analytical 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.