Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Sr. Analyst - Cummins CARE Operations provides advanced support to customers including end-users, distributors, and dealers across multiple communication platforms (chat, email, phone) under minimal supervision. This role requires a strong understanding of Cummins systems and processes to resolve non-routine issues, deliver training, and contribute to continuous improvement initiatives. As a Subject Matter Expert or Team Leader, this individual also plays a key role in knowledge management, team mentoring, and process enhancements to elevate customer experience.

Key Responsibilities:

• Handle multi-channel customer inquiries efficiently (phone, chat, email) with professionalism and accuracy.
• Log detailed customer interaction records into appropriate Cummins systems.
• Resolve non-routine and moderately complex issues using in-depth knowledge of Cummins tools, processes, and services.
• Escalate unresolved or complex issues following defined protocols with thorough documentation.
• Provide training and mentorship to new hires and existing team members.
• Participate in and lead initiatives aimed at enhancing customer satisfaction and operational excellence.
• Generate and manage knowledge base content and process documentation.
• Provide feedback from customer interactions to internal teams to inform them of product or service improvements.
• Support parts-related queries such as availability, pricing, quote creation, order status, and shipment tracking.

• Action Oriented - Demonstrates a proactive approach and strong work ethic.
• Collaborates - Works effectively with cross-functional teams to meet goals.
• Communicates Effectively - Adjusts messaging based on audience; delivers clear, concise information.
• Customer Focus - Puts customer satisfaction at the forefront of decision-making and interactions.
• Directs Work - Delegates effectively and helps remove obstacles to progress.
• Manages Complexity - Analyzes multiple factors to solve intricate customer issues.
• Manages Conflict - Navigates and resolves conflicts professionally.
• Nimble Learning - Adapts and learns from experiences, both successful and challenging.
• Values Differences - Encourages and leverages diverse ideas and perspectives.

• Service Capability, Capacity, and Coverage - Applies network analysis and tools to improve service coverage and capability.
• Service Documentation - Captures and verifies key customer and technical data in compliance with process requirements.
• Service Information Process - Delivers technical content and training by coordinating with internal stakeholders and systems.
• Warranty Process - Evaluates eligibility and submits claims accurately using Cummins' warranty systems.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA desirable .
• Role may require licensing related to export controls or sanction regulations.

• Minimum of 3+ years of experience in customer service, call center operations, or parts support.
• Previous experience in team leadership, training, or process improvement preferred.
• Strong record of delivering quality support in fast-paced, customer-centric environments.

• Proficiency in ERP systems , Microsoft Excel , and Power BI .
• Experience with CRM platforms and customer query tools.
• Ability to analyze operational data and identify actionable insights.

• Excellent verbal and written communication skills.
• Strong interpersonal and mentoring skills.
• High level of organizational ability and time management.
• Strategic thinking and ability to work independently with minimal supervision.
• Strong attention to detail and commitment to service excellence.

• 24x7 Rotational Operations with a focus on night shift hours (starting from 4:00 PM IST onwards) to support global customers. Flexibility to work across shifts is required.