Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Sr. Analyst in Cummins CARE Operations provides expanded support to customers-including end-users, distributors, and dealers-across multiple communication channels. This role handles complex customer issues, escalates non-routine matters, and contributes to process improvements and knowledge management initiatives. The position also delivers training, mentors team members, and supports internal parts and order management functions while ensuring a customer-centric approach.

Key Responsibilities

Customer Support & Issue Resolution

• Provide prompt assistance to customers via chat, email, and phone.
• Document all customer inquiries accurately in Cummins systems.
• Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices.
• Escalate complex issues with proper documentation and follow-up.

• Understand and apply new and existing Cummins processes and systems.
• Generate and maintain knowledge content, delivering training to new hires.
• Serve as a Subject Matter Expert (SME) or Team Leader, mentoring peers and supporting team development.

• Support improvement projects to enhance customer experiences and organizational goals.
• Assist with order-related queries, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Communicate effectively across distribution functions to handle customer requests.
• Provide feedback and insights to internal teams based on customer interactions.

• Action Oriented: Take initiative with energy, urgency, and enthusiasm.
• Collaboration: Build partnerships and work effectively with others to achieve objectives.
• Effective Communication: Deliver clear communications across multiple channels and audiences.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Directs Work: Provide guidance, delegate tasks, and remove obstacles to achieve results.
• Manages Complexity: Analyze complex, high-volume information to solve problems effectively.
• Conflict Management: Handle conflicts efficiently with minimal disruption.
• Service Capability & Coverage: Apply processes to meet customer expectations and analyze service metrics for improvement.
• Service Documentation: Accurately document customer, equipment, and technical information.
• Service Information Process: Organize and deliver technical information, resolving emerging issues efficiently.
• Warranty Process: Analyze issues, verify root causes, and manage claims in compliance with Cummins standards.
• Values Differences: Recognize and leverage the value of diverse perspectives and cultures.

• High school diploma or equivalent required.
• Bachelor's degree in management or related field preferred; MBA is an advantage.
• Licensing may be required for compliance with export controls or sanction regulations.

• Minimum of 3 years' experience in customer service, technical support, or call center operations.
• Prior experience in parts support, order management, or multi-channel customer care preferred.
• Proficiency in ERP tools, Microsoft Excel, and Power BI.

• A customer-centric mindset focused on quality and satisfaction.
• Strategic thinking and ability to manage complex operations.
• Knowledge of industry best practices in customer care and call management.
• Strong organizational, time-management, and multitasking abilities.
• Adaptability to fast-paced and dynamic environments.
• Excellent verbal and written communication skills.