Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations position provides routine support to customers, including end-users, distributors, and dealers, by responding to inquiries through multiple communication channels under limited supervision. The role is focused on delivering accurate, timely, and customer-centric support while adhering to Cummins processes, systems, and service standards. The position also supports continuous improvement initiatives to enhance customer experience, service quality, and operational efficiency.

Key Responsibilities

• Provide prompt and effective customer support through multiple channels, including phone, email, and chat.
• Document customer inquiries, interactions, and resolutions accurately within appropriate Cummins systems.
• Resolve routine customer issues using a working knowledge of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues through established processes with complete and accurate documentation.
• Build and maintain knowledge of new and existing Cummins processes, systems, and practices.
• Contribute ideas and recommendations to improve customer-centricity, efficiency, and effectiveness of existing processes.
• Apply Service Capability, Capacity, and Coverage principles to meet customer expectations and business priorities.
• Create, verify, and maintain customer, equipment, and technical documentation using required service tools.
• Support warranty-related activities by analyzing customer issues, determining eligibility, and ensuring proper claim documentation.
• Provide parts support, including assistance with parts availability, pricing, order entry, quote creation, order status, invoice details, and shipment tracking.
• Communicate effectively across distribution functions and nodes to support order management and customer requirements.
• Support initiatives to improve customer satisfaction, reduce response times, and enhance overall service outcomes.
• Provide insights and feedback to internal stakeholders based on customer interactions and service trends.

• Action Oriented: Takes initiative and approaches challenges with urgency, energy, and enthusiasm.
• Collaborates: Builds strong partnerships and works collaboratively to achieve shared objectives.
• 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: Handles conflict situations constructively and professionally.
• Nimble Learning: Learns through experience and adapts quickly when addressing new challenges.
• Service Capability, Capacity, and Coverage: Applies service processes and metrics to deliver consistent, capable service.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical records in service systems.
• Warranty Process Knowledge: Analyzes issues, determines warranty eligibility, and processes claims per published guidelines.
• Values Differences: Recognizes and values diverse perspectives and cultures.

• High school diploma or certificate of completion of secondary education, or equivalent experience as permitted by applicable regulations.
• Bachelor's degree in Management or a related field is preferred; MBA is an added advantage for internal candidates.
• This role may require licensing or authorization to comply with export control or sanctions regulations.

• Previous relevant work experience is required.
• Prior experience in customer service, call center operations, parts support, and/or technical support is preferred.
• Minimum of 2+ years of experience in customer service or call center management (internal preference).
• Proficiency in ERP systems and reporting tools such as Microsoft Excel and Power BI.
• Strong written and verbal communication, problem-solving, and conflict resolution skills.
• Ability to analyze data, identify trends, and implement actionable insights.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Customer-centric mindset with a strong focus on service quality and customer satisfaction.
• Adaptability to work effectively in a fast-paced, dynamic environment.

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