Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries through chat, email, and phone with prompt and accurate assistance.
• Document all customer interactions in the appropriate Cummins systems.
• Resolve routine customer issues using knowledge of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues with proper documentation.
  

Knowledge Sharing & Process Improvement

• Understand and apply new and existing Cummins processes and practices.
• Contribute suggestions to improve existing processes, making them more customer-centric and efficient.
• Support continuous improvement initiatives within CARE Operations.
  

Internal Customer Support (Parts & Order Management)

• Assist with order-related queries including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Communicate effectively across distribution functions to facilitate order management and customer requests.
• Provide feedback and insights to internal teams based on customer interactions.
  

Responsibilities

Required Competencies

• Action Oriented: Take on new challenges with urgency, energy, and enthusiasm.
• Collaboration: Build partnerships and work collaboratively to achieve objectives.
• Effective Communication: Deliver clear, audience-appropriate communications across multiple modes.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Conflict Management: Handle conflicts effectively and with minimal disruption.
• Nimble Learning: Learn quickly from successes and failures when tackling new challenges.
• Service Capability & Coverage: Apply processes to meet customer expectations, analyzing metrics to improve service delivery.
• Service Documentation: Accurately document customer, equipment, and technical information in service management systems.
• Warranty Process: Analyze issues, determine root causes, and manage warranty claims accurately.
• Values Differences: Appreciate and leverage diverse perspectives and cultures.
  

Qualifications

Education:

• High school diploma or equivalent required.
• Bachelor’s degree in management or related field preferred; MBA is an advantage.
• Licensing may be required to comply with export control or sanction regulations.
  

Experience

• Minimum of 2 years’ experience in customer service, technical support, or call center operations.
• Prior experience in parts support or order management preferred.
• Familiarity with ERP tools, Microsoft Excel, and Power BI.
  

Qualifications

Skills & Knowledge:

• Customer-centric mindset with a focus on quality and satisfaction.
• Strong problem-solving, conflict resolution, and analytical skills.
• Strategic thinking and ability to manage routine operations efficiently.
• Knowledge of industry best practices in customer care and call management.
• Strong organizational and time-management abilities.
• Adaptability to fast-paced and dynamic environments.
• Excellent verbal and written communication skills.
  

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