Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations provides high-quality, routine customer support across multiple communication channels including chat, email, and phone. The role focuses on resolving customer inquiries related to parts and product support by leveraging Cummins tools, systems, and processes. Working under limited supervision, the analyst plays a key role in customer experience, order support, and service quality, while identifying areas for continuous improvement.

Key Responsibilities:

Customer Support & Order Management:

• Deliver exceptional customer service by resolving queries via phone, email, and chat in a timely and efficient manner.
• Document customer inquiries and resolutions in appropriate Cummins systems (CRM, ticketing platforms, etc.).
• Address parts-related support topics such as availability, pricing, order status, invoice information, and shipment tracking.
• Ensure accurate order entry, quote creation, and updates for aftermarket products.

• Utilize Cummins tools and practices to resolve routine and semi-complex support issues.
• Escalate non-routine issues with complete documentation as per established processes.
• Collaborate across distribution nodes and teams to support order management and resolve customer challenges.

• Provide insights and feedback based on customer interactions to internal product, support, and process teams.
• Contribute to ideas for improving service efficiency and customer experience.
• Assist in the development of knowledge articles and best practices based on recurring issues.

• Action Oriented - Takes initiative and responds with urgency to opportunities and challenges.
• Collaborates - Works well with others to meet team and organizational goals.
• Communicates Effectively - Delivers clear, concise, and audience-appropriate communication.
• Customer Focus - Builds strong relationships and provides solutions that enhance customer satisfaction.
• Manages Conflict - Effectively resolves disagreements while maintaining professional relationships.
• Nimble Learning - Learns quickly from successes and failures.
• Values Differences - Appreciates and leverages diverse perspectives.

• Service Capability, Capacity & Coverage - Understands and applies service readiness strategies.
• Service Documentation - Ensures accurate customer and equipment data logging.
• Warranty Process - Determines warranty eligibility and processes claims.
• ERP Tools & CRM Systems - Proficient in platforms like SAP, Salesforce, or similar.
• Microsoft Excel & Power BI - Capable of analyzing and interpreting data for reporting.

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

• Minimum of 2 years of experience in customer service, call center operations, or order management.
• Prior technical support or ERP system experience preferred.

• Strong organizational and time-management skills.
• Strategic thinking and ability to handle multiple priorities.
• Familiarity with industry is the best practice in customer care and ticket resolution.
• Adaptability to work in a fast-paced and dynamic support environment.

• Rotational shift model supporting 24x7 operations.
• Primarily night shifts starting from 4:00 PM IST.
• Requires strong collaboration with global stakeholders and internal teams.