Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Sr. Analyst - Cummins CARE Operations provides advanced customer support across multiple channels (phone, chat, and email) to end-users, distributors, and dealers. This role handles non-routine and complex customer inquiries with limited supervision while contributing to continuous improvement initiatives, process documentation, and team training. Acting as a Subject Matter Expert or Team Lead, the Sr. Analyst also supports strategic improvements in service quality and operational effectiveness.

Key Responsibilities:

• Deliver multi-channel customer support (Chat/Email/Phone) by documenting and resolving inquiries within Cummins systems.
• Analyze and resolve complex customer issues using deep knowledge of Cummins processes and systems.
• Escalate critical or unresolved cases while ensuring complete documentation and follow-up.
• Guide and support team members through structured knowledge sharing and mentorship.
• Provide product and order support related to parts pricing, availability, quotes, order processing, invoicing, and shipment tracking.
• Train new hires and develop internal knowledge base content.
• Lead or support improvement projects to enhance customer experience and streamline operations.
• Communicate with cross-functional teams across distribution and supply chain to fulfill customer needs.
• Capture customer feedback and relay actionable insights to relevant teams for product or service improvements.

• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Collaborates - Works effectively across teams to achieve common goals.
• Communicates Effectively - Adapts communication style to suit various audiences.
• Customer Focus - Builds strong relationships and delivers customer-centric outcomes.
• Directs Work - Provides guidance, delegates responsibilities, and removes barriers to performance.
• Manages Complexity - Interprets complex data and processes to drive solutions.
• Manages Conflict - Resolves conflict constructively and professionally.
• Nimble Learning - Continuously learns and adapts from feedback and experience.
• Values Differences - Respects and leverages diverse perspectives.

• Service Capability, Capacity, and Coverage - Applies knowledge to enhance service delivery and optimize resources.
• Service Documentation - Accurately captures and verifies customer and product data per established protocols.
• Service Information Process - Coordinates the creation and dissemination of technical support content.
• Warranty Process - Investigates failures, interprets warranty policies, and files claims appropriately.

• Required: High School diploma or equivalent.
• Preferred: Bachelor's degree in management or related field; MBA is a plus.
• Licensing may be required to comply with export control or sanctions regulations, depending on location and scope.

• Minimum 3+ years of relevant experience in customer service, call center operations, or technical support.
• Proven experience in parts support, order management, and mentoring or training team members.
• Demonstrated success in managing complex inquiries in a fast-paced environment.

• Proficiency in ERP systems , Microsoft Excel , and Power BI .
• Strong written and verbal communication skills.
• Ability to analyze and interpret data for process optimization.
• Organizational agility and strong time-management skills.
• In-depth knowledge of customer care has the best practices and service excellence standards.
• Ability to lead by example and foster collaboration in a team environment.

• 24x7 Rotational Operations
• Primary Shift: Evening/Night (Starting 4:00 PM IST)
• Flexibility to work across time zones to support global customers is required.