Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Sr. Analyst - Cummins CARE Operations coordinates documentation, gathers, inputs, and analyzes data related to administrative and operational support activities for the Cummins CARE team. The role involves managing customer inquiries, supporting process improvements, and ensuring smooth service delivery. The incumbent completes work with a limited degree of supervision while contributing to a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities

• Provide administrative and operational support through research, data analysis, and preparation of statistical reports.
• Gather, compile, and verify information accurately for use in reports, presentations, and databases.
• Manage data entry, report generation, and tracking of departmental activities.
• Prepare correspondence, arrange meetings, and coordinate conference calls.
• Handle and resolve complex internal and external inquiries promptly and accurately.
• Process vendor payments and manage related documentation in compliance with company procedures.
• Maintain departmental policies, procedures, and documentation standards.
• Participate in business improvement projects and provide guidance to less experienced team members.
• Deliver exceptional customer service through efficient query resolution via phone, email, and chat.
• Support order management activities, including parts availability, pricing, order entry, quotation, invoicing, and shipment tracking.
• Collaborate across distribution functions to ensure timely and accurate information flow.
• Share knowledge and mentor team members to enhance performance and productivity.
• Provide actionable insights and feedback based on customer interactions to improve processes and satisfaction levels.

• Values Differences: Recognizes the importance of diverse perspectives and cultures.
• Action Oriented: Tackles challenges with energy, urgency, and enthusiasm.
• Communicates Effectively: Delivers clear, audience-focused communication across formats.
• Customer Focus: Builds strong relationships and provides customer-centric solutions.
• Ensures Accountability: Holds self and others responsible for meeting commitments.
• Plans and Aligns: Prioritizes work to meet goals aligned with business objectives.
• Data Analytics: Interprets and communicates qualitative and quantitative data to inform business decisions.
• Data Communication & Visualization: Presents insights and solutions visually through reports and dashboards.

• Education:
• Bachelor's degree in Management, Business Administration, or related field.
• MBA preferred.
• Experience:
• Minimum 3 years of relevant experience in customer service, call center management, or operations support.
• Demonstrated experience in handling customer interactions, data reporting, and process improvement.
• Licenses/Certifications:
• May require licensing for compliance with export controls or sanctions regulations (as applicable).

• Strong customer service orientation with proven communication and problem-solving skills.
• Proficiency in ERP systems, Microsoft Excel, and Power BI.
• Analytical ability to derive insights and implement data-driven solutions.
• Strategic and structured approach to managing complex service operations.
• Excellent organizational, multitasking, and time management skills.
• Ability to adapt to a dynamic, fast-paced, and global operational environment.

• Shift: 24x7 rotational operations (primarily night shift starting 4 PM onwards).