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.
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RESPONSIBILITIES
Core Competencies:
- 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.
Technical/Functional Competencies:
- 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.
Education, Licenses, and Certifications:
- 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.
QUALIFICATIONS
Experience Requirements:
- 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.
Skills:
- 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.
Shift Details:
- 24x7 Rotational Operations
- Primary Shift: Evening/Night (Starting 4:00 PM IST)
- Flexibility to work across time zones to support global customers is required.
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Office
ReqID 2417079
Relocation Package Yes