Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

This role provides routine customer support to end-users, distributors, and dealers by delivering accurate information and timely resolutions through multiple communication channels. The position operates under limited supervision and focuses on delivering consistent, customer-centric service aligned with Cummins processes and standards.

Key Responsibilities

• Document customer inquiries accurately within designated Cummins systems.
• Provide prompt and professional assistance to customers via multiple channels, including phone, email, and chat.
• Deliver multi-skill, multi-channel support to address routine customer requests and issues.
• Resolve routine customer issues through a working knowledge of Cummins processes, systems, and practices.
• Identify and escalate non-routine or complex issues with appropriate documentation, following defined processes.
• Maintain and continuously improve understanding of existing and new Cummins systems, processes, and practices.
• Contribute ideas and suggestions to improve customer experience, service efficiency, and operational effectiveness.

• Action Oriented: Demonstrates urgency, energy, and enthusiasm when taking on new challenges.
• Collaborates: Builds strong partnerships and works effectively with cross-functional teams.
• Communicates Effectively: Delivers clear, concise, and audience-appropriate communication across multiple formats.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Addresses and resolves conflict situations effectively and professionally.
• Nimble Learning: Learns quickly through experience, feedback, and experimentation.
• Service Capability, Capacity and Coverage: Applies service capability frameworks to meet customer expectations and support consistent service delivery.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical data in service management systems.
• Warranty Process: Supports warranty-related activities by identifying root causes, validating coverage eligibility, and ensuring accurate claim documentation.
• Values Differences: Recognizes and values diverse perspectives and cultures.

• High school diploma or certificate of completion of secondary education or equivalent experience, in line with applicable regulations.
• Bachelor's degree in Management or a related field preferred; MBA is an advantage.
• This position may require licensing to comply with export control or sanctions regulations.

• Previous relevant work experience is required.
• Prior technical support and/or customer service experience is preferred.
• Minimum of 2+ years of experience in customer service or call center operations for internal candidates.

• Strong written and verbal communication skills with a proven customer service background.
• Ability to resolve customer queries effectively while adhering to defined processes.
• Proficiency in ERP tools, Microsoft Excel, and Power BI.
• Ability to analyze data and translate insights into actionable improvements.
• Strong organizational, time-management, and problem-solving skills.
• Knowledge of customer care and call management best practices.
• Ability to work effectively in a fast-paced, dynamic environment.

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