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Sr. Analyst - Cummins CARE Operations

AT Cummins
Cummins

Sr. Analyst - Cummins CARE Operations

Pune, India

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

Client-provided location(s): Pune, Maharashtra, India
Job ID: Cummins-R-8FA84EFAB5CA40BAB6003700C17119BF
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA With Employer Contribution
    • Health Reimbursement Account
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Company Outings
    • Casual Dress
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Pension
    • 401(K) With Company Matching
  • Professional Development

    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement