Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

Customer Interaction & Case Handling:

• Provide multi-channel (phone/email/chat) support and resolve customer queries related to products, services, and parts.
• Document all interactions accurately in Cummins systems as per process standards.
• Escalate non-routine or complex issues with appropriate supporting documentation.
• Utilize knowledge of Cummins tools, systems, and policies to offer timely and efficient solutions.
  

Order Management & Parts Support

• Assist customers with order-related queries including parts availability, pricing, quote generation, order entry, invoice details, and shipment tracking.
• Coordinate across distribution functions to support smooth end-to-end order processing.
• Provide proactive updates and follow-ups to customers, ensuring satisfaction and transparency.
  

Process Adherence & Improvement

• Adhere to defined processes and service level agreements (SLAs).
• Identify service gaps and contribute suggestions to improve customer-centric practices.
• Share feedback from customer interactions to drive process and system enhancements.
  

Responsibilities

Skills & Competencies:

Core Competencies

• Action Oriented – Shows urgency and enthusiasm in taking on new challenges.
• Collaborates – Builds effective relationships and works cooperatively with others.
• Communicates Effectively – Delivers clear, audience-appropriate messaging.
• Customer Focus – Dedicated to meeting customer expectations and delivering solutions.
• Manages Conflict – Resolves disagreements while maintaining professionalism.
• Nimble Learning – Learns quickly and applies knowledge in new situations.
• Values Differences – Welcomes diverse perspectives and leverages them for better outcomes.
  

Functional Competencies

• Service Capability, Capacity & Coverage – Applies understanding to ensure parts availability, support consistency, and meet customer demands.
• Service Documentation – Accurately captures customer and equipment data using required tools and systems.
• Warranty Process – Applies Cummins warranty practices to determine eligibility and file claims.
  

Technical Skills

• Proficiency in Microsoft Excel and Power BI for reporting and analysis.
• Familiarity with ERP and CRM systems used in service and support environments.
• Analytical mindset to draw insights into customer interactions and support data.
  

Education

Qualifications & Experience:

• High school diploma or equivalent 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, or parts/order support environment.
• Experience in ERP tools (e.g., SAP) and CRM platforms preferred.
• Technical or automotive/parts background is an added advantage.
  

Qualifications

Experience:

• Minimum 2 years of experience in customer service, call center, or parts/order support environment.
• Experience in ERP tools (e.g., SAP) and CRM platforms preferred.
• Technical or automotive/parts background is an added advantage.
  

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