Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

• Respond to customer inquiries promptly through multi-channel support (phone/email/chat).
• Log and maintain accurate inquiry details in Cummins systems.
• Resolve routine issues using established processes and service documentation.
• Escalate non-routine issues as per process guidelines, with clear documentation.
• Support order management activities including parts availability, pricing, quotes, order status, and shipment tracking.
• Communicate effectively across distribution nodes to handle customer needs.
• Suggest improvements to existing processes to enhance customer experience.
• Analyze customer interactions and provide feedback for product and service enhancements.
  

Responsibilities

Core Competencies:

• Action Oriented: Takes initiative and pursues work with energy and enthusiasm.
• Collaborates: Works cooperatively across teams to achieve goals.
• Communicates Effectively: Tailors communication to meet audience needs.
• Customer Focus: Builds positive customer relationships and delivers value.
• Manager’s Conflict: Resolves disagreements professionally and productively.
• Nimble Learning: Embraces learning from successes and failures.
• Values Differences: Appreciates diversity and leverages varied perspectives.
  

Technical/Functional Competencies

• Service Capability, Capacity, and Coverage: Understands and apply Cummins’ service network capabilities to meet customer expectations.
• Service Documentation: Ensures accurate records of technical and customer information in service systems.
• Warranty Process: Evaluates and documents warranty eligibility and submits claims with proper justification.
  

Education, Licenses, Certifications

• High school diploma or equivalent required.
• Bachelor’s degree in management or a related field preferred (MBA desirable).
• This position may require licensing to comply with export control or sanctions regulations.
  

Qualifications

Experience Requirements:

• Minimum of 2 years of customer service or call center experience.
• Prior technical support or order management experience preferred.
  

Technical Skills

• Proficiency in ERP tools and customer service platforms.
• Working knowledge of Microsoft Excel and Power BI.
• Familiarity with ticketing and CRM systems.
  

Additional Skills

• Strong verbal and written communication.
• Strategic and solution-oriented thinking.
• Excellent organizational and time management skills.
• Ability to work in a high-pressure, fast-paced environment.
• Customer-centric mindset with a continuous improvement approach.
  

Shift Details

• This role is part of a 24x7 rotational operations model , primarily involving night shifts starting from 4:00 PM IST onwards . Flexibility is required to support global customer demands.
  

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