Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for providing high-quality support to customers—including end-users, distributors, and dealers—across multiple channels such as chat, email, and phone. This role ensures prompt resolution of customer issues related to Cummins products and services, particularly in parts and order management. Working under limited supervision, the analyst contributes to efficient case handling, service improvement, and overall customer satisfaction.

Key Responsibilities:

Customer Service & Technical Support:

• Respond promptly and professionally to customer inquiries via chat, email, and phone.
• Document all customer interactions and data accurately within Cummins systems.
• Resolve routine issues using knowledge of Cummins systems, processes, and practices.
• Escalate non-routine and complex issues with complete documentation.

• Support inquiries related to parts availability, pricing, shipment status, quote creation, and order entry.
• Ensure smooth coordination across distribution channels to resolve order-related requests.
• Monitor and manage service documentation accurately to maintain reliable records.

• Identify opportunities to improve customer support processes and reduce response times.
• Provide insights to internal teams based on customer interactions and support data.
• Contribute to the creation of a more customer-centric service approach by sharing ideas and feedback.

• Action Oriented - Tackles tasks with urgency and enthusiasm.
• Collaborates - Works effectively with others toward common goals.
• Communicates Effectively - Adjusts communication to suit different audiences and formats.
• Customer Focus - Delivers responsive, high-quality support that enhances customer satisfaction.
• Manages Conflict - Handles challenges diplomatically and constructively.
• Nimble Learning - Embraces new problems and adapts quickly.
• Values Differences - Appreciates and leverages diversity in perspectives.

• Service Capability, Capacity & Coverage - Understands how to deliver consistent service based on business needs and customer expectations.
• Service Documentation - Ensures accurate and thorough recording of service activities.
• Warranty Process - Applies Cummins warranty policies to identify eligibility and file claims appropriately.

• Proficiency in ERP systems (e.g., SAP), Microsoft Excel, and Power BI.
• Familiarity with CRM systems and customer support tools.
• Ability to analyze data and implement actionable insights.

• High school diploma or equivalent is required.
• Bachelor's degree in management or related field preferred; MBA is a plus.

• Minimum 2 years of experience in customer service, call center operations, or support roles.
• Prior experience in technical support or parts distribution preferred.

• Customer-first mindset with attention to detail and service quality.
• Strong organizational, analytical, and time-management skills.
• Strategic thinking to manage complex support environments.
• Adaptability in a high-paced, rotational shift work setting.

• Requires flexibility to work in 24x7 rotational shifts.
• Primarily night shift operations beginning at 4:00 PM IST.
• Fast-paced, collaborative, and digitally enabled support center.