Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Sr. Analyst in Cummins CARE Operations provides comprehensive support to customers, including end-users, distributors, and dealers, across multiple communication channels. This role requires prompt resolution of customer inquiries, documentation of interactions, and collaboration with internal teams to enhance customer experiences. The position supports improvement initiatives, delivers training, and serves as a subject matter expert for Cummins processes, systems, and practices.

Key Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries via chat, email, and phone, providing timely and accurate assistance.
• Document all customer interactions in appropriate Cummins systems.
• Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices.
• Escalate complex issues with proper documentation.

• Understand and convey new and existing Cummins processes, systems, and practices.
• Generate and maintain knowledge content, deliver training to new hires, and mentor team members.
• Act as a Subject Matter Expert or Team Leader for assigned processes or products.

• Support improvement projects aimed at enhancing customer experiences and organizational performance.
• Provide feedback and insights to internal teams based on customer interactions.
• Analyze service metrics, warranty data, and process information to identify opportunities for operational improvement.

• Assist with order information, including parts availability, pricing, order entry, quotes, order status, invoice, and shipment information.
• Communicate across distribution functions to handle customer requests efficiently.
• Contribute to team success through knowledge sharing, mentorship, and structured training programs.

• Action Oriented: Proactively take on new challenges with urgency and enthusiasm.
• Collaboration: Build partnerships and work collaboratively to achieve objectives.
• Effective Communication: Deliver clear, multi-mode communications tailored to the audience.
• Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
• Directs Work: Delegate, guide, and remove obstacles to achieve results.
• Manages Complexity: Analyze and solve complex, high-volume issues effectively.
• Manages Conflict: Handle conflicts efficiently with minimal disruption.
• Service Capability & Coverage: Apply processes to meet customer expectations consistently.
• Service Documentation & Information Process: Accurately document and organize technical information.
• Warranty Process: Analyze customer issues, verify root causes, and process claims accurately.
• Values Differences: Recognize and leverage 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 to comply with export control or sanction regulations.

• Significant previous experience in technical support, customer service, or call center operations.
• Prior experience in parts support, order management, or multi-channel customer care preferred.
• Demonstrated expertise in ERP tools, Microsoft Excel, and Power BI.

• Customer-centric approach with strong problem-solving and conflict resolution skills.
• Ability to manage complex operations and analyze data to derive actionable insights.
• Knowledge of industry best practices in customer care and call management.
• Strong organizational, time-management, and multitasking capabilities.
• Adaptability to work in a fast-paced, dynamic environment.
• Excellent verbal and written communication skills.