Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

Customer Support & Order Management:

• Deliver exceptional customer service by resolving queries via phone, email, and chat in a timely and efficient manner.
• Document customer inquiries and resolutions in appropriate Cummins systems (CRM, ticketing platforms, etc.).
• Address parts-related support topics such as availability, pricing, order status, invoice information, and shipment tracking.
• Ensure accurate order entry, quote creation, and updates for aftermarket products.
  

Process Understanding & Escalations

• Utilize Cummins tools and practices to resolve routine and semi-complex support issues.
• Escalate non-routine issues with complete documentation as per established processes.
• Collaborate across distribution nodes and teams to support order management and resolve customer challenges.
  

Continuous Improvement & Collaboration

• Provide insights and feedback based on customer interactions to internal product, support, and process teams.
• Contribute to ideas for improving service efficiency and customer experience.
• Assist in the development of knowledge articles and best practices based on recurring issues.
  

Responsibilities

Skills & Competencies:

Core Competencies

• Action Oriented – Takes initiative and responds with urgency to opportunities and challenges.
• Collaborates – Works well with others to meet team and organizational goals.
• Communicates Effectively – Delivers clear, concise, and audience-appropriate communication.
• Customer Focus – Builds strong relationships and provides solutions that enhance customer satisfaction.
• Manages Conflict – Effectively resolves disagreements while maintaining professional relationships.
• Nimble Learning – Learns quickly from successes and failures.
• Values Differences – Appreciates and leverages diverse perspectives.
  

Technical & Functional Skills

• Service Capability, Capacity & Coverage – Understands and applies service readiness strategies.
• Service Documentation – Ensures accurate customer and equipment data logging.
• Warranty Process – Determines warranty eligibility and processes claims.
• ERP Tools & CRM Systems – Proficient in platforms like SAP, Salesforce, or similar.
• Microsoft Excel & Power BI – Capable of analyzing and interpreting data for reporting.
  

Education

Required Qualifications & Experience:

• High school diploma or equivalent required.
• Bachelor’s degree in management or a related field preferred; MBA is an added advantage.
  

Experience

• Minimum of 2 years of experience in customer service, call center operations, or order management.
• Prior technical support or ERP system experience preferred.
  

Qualifications

Preferred Attributes:

• Strong organizational and time-management skills.
• Strategic thinking and ability to handle multiple priorities.
• Familiarity with industry is the best practice in customer care and ticket resolution.
• Adaptability to work in a fast-paced and dynamic support environment.
  

Work Environment

• Rotational shift model supporting 24x7 operations.
• Primarily night shifts starting from 4:00 PM IST.
• Requires strong collaboration with global stakeholders and internal teams.
  

Job

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