Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

This role provides routine operational and customer support to Cummins end-users, distributors, and dealers through multiple communication channels with limited supervision. The Analyst ensures timely resolution of inquiries, accurate documentation, and adherence to service standards. The role also supports subscription operations for Cummins-owned products, coordinating with internal teams to drive issue resolution, service improvements, and customer satisfaction.

Key Responsibilities

• Provide prompt customer assistance across phone, email, and chat channels.
• Document customer inquiries and actions with accuracy in Cummins systems.
• Resolve routine customer issues using established Cummins processes and practices.
• Escalate non-routine or complex issues with complete supporting documentation.
• Monitor support tickets to ensure service level agreements (SLAs) are met.
• Collaborate with Product Development, Quality Assurance, and other teams for issue resolution.
• Develop and implement best practices for service operations and customer care.
• Train and mentor support team members to build product and process expertise.
• Analyze customer insights, feedback trends, and performance metrics to enhance service quality.
• Identify opportunities to improve processes, efficiency, and customer centricity.
• Maintain updated knowledge on new features, systems, services, and tools.

• Action Oriented: Shows urgency, energy, and accountability.
• Collaborates: Works effectively with stakeholders to achieve results.
• Communicates Effectively: Tailors communication to varied audiences.
• Customer Focus: Delivers strong customer relationships and experience.
• Manages Conflict: Maintains composure and resolution-focused approach.
• Nimble Learning: Learns quickly and applies lessons effectively.
• Values Differences: Encourages diverse perspectives and inclusive culture.

• Service Capability, Capacity, Coverage: Understands service standards, tools, availability and capability to meet customer needs.
• Service Documentation: Ensures accuracy and compliance in documentation.
• Warranty Process Knowledge: Understands claim eligibility, documentation requirements, and root cause validation.

• High school diploma or equivalent; experience may substitute regulations permitting.

• Bachelor's degree in business administration, Marketing, Operations, or a related field.

• Relevant prior experience required; customer service or technical support experience preferred.
• Internal requirement: Minimum 3-5 years in customer service, operations management, or related roles.

• Strong interpersonal and customer relationship skills.
• Detail-oriented with strong analytical and problem-solving capabilities.
• Ability to work in a fast-paced, multi-channel contact environment.

• CRM systems and subscription management tools.
• Customer call platforms (e.g., Genesys , Salesforce , Omnichannel ).
• Familiarity with analytics tools for insights and tracking.