Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

• Deliver multi-channel support (Chat/Email/Phone) to end-users, distributors, and dealers.
• Document and manage customer inquiries accurately using Cummins systems.
• Address routine service and parts-related issues using a working knowledge of Cummins tools and processes.
• Escalate non-routine queries with complete and accurate documentation.
• Provide updates and resolution on part-related concerns including availability, pricing, order tracking, and shipment.
• Collaborate with distribution and functional teams to fulfill customer needs.
• Recommend and support improvements for enhanced customer satisfaction and operational efficiency.
• Contribute feedback from customer interactions to improve internal systems and processes.
  

Responsibilities

Skills and Competencies:

Core Competencies

• Action Oriented: Takes initiative and delivers with urgency and enthusiasm.
• Collaborates: Fosters strong working relationships across teams.
• Communicates Effectively: Clearly conveys information across communication modes.
• Customer Focus: Builds and maintains customer trust through solution-oriented support.
• Manages Conflict: Navigates disputes professionally and calmly.
• Nimble Learning: Learns rapidly from both successes and challenges.
• Values Differences: Embraces and respects cultural and professional diversity.
  

Functional Competencies

• Service Documentation: Accurately captures customer, product, and service data using the required tools.
• Service Capability, Capacity and Coverage: Understands the service network and its alignment with customer and business priorities.
• Warranty Process: Determines service eligibility and manages warranty claims per company policy.
  

Preferred Technical Skills

• Proficiency in ERP and CRM systems (e.g., SAP, Salesforce).
• Working knowledge of Microsoft Excel and Power BI for data analysis.
• Familiarity with analytics tools and customer service metrics.
• Strong interpersonal, written, and verbal communication skills.
  

Qualifications

• Education:
• High School diploma or equivalent is mandatory.
• Bachelor’s degree in management or a related field is preferred.
• MBA will be an added advantage.
• Experience:
• Minimum 2 years of experience in customer service or call center operations.
• Experience in technical support, order/parts management, or ERP-based environments preferred.
• Licensing (if applicable):
• May require licensing to comply with export controls or sanctions regulations depending on the location.
  

Qualifications

Internal Candidate Considerations:

• Candidates already working within Cummins should additionally demonstrate:
• Ability to support lifecycle inquiries: parts availability, order entry, quotes, shipment tracking, and invoicing.
• Cross-functional communication with distribution nodes and supply chain teams.
• Previous success in customer satisfaction enhancement and SLA adherence.
• Experience generating customer-centric reports and presenting insights.
  

Work Environment

• Flexible working in a 24x7 rotational shift model , with primary hours aligned to evening and night shifts (starting from 4:00 PM IST onwards).
• Fast-paced, process-driven team setup with a focus on continual learning and customer satisfaction.
  

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