Analyst - Cummins CARE Operations

Description

Job Summary:

Key Responsibilities

External (Customer-Facing) Responsibilities:

• Provide timely and accurate assistance to customers via phone, email, and chat.
• Document all customer inquiries and transactions in relevant Cummins systems.
• Address routine customer issues by applying knowledge of Cummins systems, tools, and processes.
• Support inquiries related to aftermarket parts including availability, pricing, order status, and invoice information.
• Escalate non-routine issues appropriately with complete documentation.
• Offer suggestions for enhancing customer satisfaction and improving support processes.
  

Internal (Operational & Team-Facing) Responsibilities

• Coordinate across distribution nodes and functions to support customer order management.
• Monitor support metrics and ensure adherence to SLAs and quality benchmarks.
• Provide feedback and insights from customer interactions to internal stakeholders.
• Collaborate with internal teams (e.g., product, IT, logistics) to resolve technical issues.
• Support the development and implementation of support policies, best practices, and training.
• Analyze data using Excel/Power BI to identify patterns and drive process improvement.
  

Responsibilities

Skills and Competencies:

Core Competencies

• Action Oriented – Tackles tasks with energy and urgency.
• Collaborates – Works effectively with others to achieve shared goals.
• Communicates Effectively – Adapts communication style to audience and medium.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Manages Conflict – Navigates conflict constructively with minimal disruption.
• Nimble Learning – Learns quickly from both success and failure.
• Values Differences – Embraces diverse perspectives and cultures.
  

Technical And Functional Skills

• Familiarity with ERP tools and platforms (e.g., Salesforce, SAP).
• Proficient in Microsoft Excel and Power BI for data analysis and reporting.
• Understanding of Cummins systems and warranty processes.
• Knowledge of service documentation practices and tools.
  

Additional Internal Skills

• Strategic thinking and process optimization.
• Strong problem-solving and decision-making skills.
• Ability to multitask and work in a fast-paced environment.
• Strong organizational and time management skills.
  

Education, Licenses, Certifications

• High school diploma or certificate of secondary education is required.
• Bachelor’s degree in management or a related field preferred; MBA is a plus.
• This role may require licensing to ensure compliance with export controls or sanctions regulations.
  

Qualifications

Experience:

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

Work Environment

• Rotational shift coverage in a 24x7 operational setup.
• Primarily night shifts starting from 4:00 PM IST onwards.
• Fast-paced and collaborative digital service environment.
  

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