Analyst - Cummins CARE Operations

Description

Analyst – Cummins CARE Operations

Key Responsibilities

Customer Service & Technical Support:

• Respond promptly and professionally to customer inquiries via chat, email, and phone.
• Document all customer interactions and data accurately within Cummins systems.
• Resolve routine issues using knowledge of Cummins systems, processes, and practices.
• Escalate non-routine and complex issues with complete documentation.
  

Order & Parts Support

• Support inquiries related to parts availability, pricing, shipment status, quote creation, and order entry.
• Ensure smooth coordination across distribution channels to resolve order-related requests.
• Monitor and manage service documentation accurately to maintain reliable records.
  

Process Improvement & Collaboration

• Identify opportunities to improve customer support processes and reduce response times.
• Provide insights to internal teams based on customer interactions and support data.
• Contribute to the creation of a more customer-centric service approach by sharing ideas and feedback.
  

Responsibilities

Skills & Competencies:

Core Competencies

• Action Oriented – Tackles tasks with urgency and enthusiasm.
• Collaborates – Works effectively with others toward common goals.
• Communicates Effectively – Adjusts communication to suit different audiences and formats.
• Customer Focus – Delivers responsive, high-quality support that enhances customer satisfaction.
• Manages Conflict – Handles challenges diplomatically and constructively.
• Nimble Learning – Embraces new problems and adapts quickly.
• Values Differences – Appreciates and leverages diversity in perspectives.
  

Technical Competencies

• Service Capability, Capacity & Coverage – Understands how to deliver consistent service based on business needs and customer expectations.
• Service Documentation – Ensures accurate and thorough recording of service activities.
• Warranty Process – Applies Cummins warranty policies to identify eligibility and file claims appropriately.
  

Tools & Platform Skills

• Proficiency in ERP systems (e.g., SAP), Microsoft Excel, and Power BI.
• Familiarity with CRM systems and customer support tools.
• Ability to analyze data and implement actionable insights.
  

Education

Qualifications & Experience:

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

Experience

• Minimum 2 years of experience in customer service, call center operations, or support roles.
• Prior experience in technical support or parts distribution preferred.
  

Qualifications

Preferred Attributes:

• Customer-first mindset with attention to detail and service quality.
• Strong organizational, analytical, and time-management skills.
• Strategic thinking to manage complex support environments.
• Adaptability in a high-paced, rotational shift work setting.
  

Work Environment

• Requires flexibility to work in 24x7 rotational shifts.
• Primarily night shift operations beginning at 4:00 PM IST.
• Fast-paced, collaborative, and digitally enabled support center.