Analyst - Cummins CARE Operations

Description

Job Summary

Analyst – Cummins CARE Operations

Key Responsibilities

• Provide prompt customer support via Phone, Chat, and Email through multi-channel, multi-skill operations.
• Document customer inquiries, service actions, and resolutions accurately within Cummins systems.
• Resolve routine customer issues by applying working knowledge of Cummins processes, systems, and service practices.
• Escalate complex or non-routine cases with clear documentation and follow defined workflows.
• Assist customers and internal stakeholders with order-related inquiries: product availability, pricing, order entry, quoting, shipment and invoice status, etc.
• Partner with cross-functional teams and distribution networks to ensure seamless order and service delivery.
• Communicate effectively and build strong relationships to drive customer satisfaction and loyalty.
• Provide insights and feedback from customer interactions to enhance service efficiency and customer experience.
• Understand and adhere to Cummins standards and published service capability requirements.
• Support continuous improvement by recommending customer-centric enhancements to processes or tools.
  

Responsibilities

Competencies

• Action Oriented – Shows urgency, energy, and enthusiasm when tackling challenges.
• Collaborates – Works well with others to achieve shared goals.
• Communicates Effectively – Tailors messages to meet diverse audience needs.
• Customer Focus – Delivers customer-centric solutions and strengthens relationships.
• Manages Conflict – Resolves issues constructively with minimal disruption.
• Nimble Learning – Learns rapidly from successes and mistakes.
• Values Differences – Embraces varying perspectives and cultures.
  

Technical & Functional Competencies

• Service Capability, Capacity, and Coverage – Understands operational standards and supports capability improvement within the service network.
• Service Documentation – Maintains accurate records using required service management tools and procedures.
• Warranty Process – Ability to validate failure causes, interpret warranty guidelines, and file claims accurately.
  

Education, Licenses, and Certifications

For External Candidates

• High school diploma/equivalent required; Bachelor’s degree in Management or related field preferred.
• Licensing may be required for compliance with export control or regulatory requirements.
  

For Internal Candidates

• Bachelor’s degree preferred (MBA advantageous).
  

Qualifications

Skills & Experience

• 2+ years of relevant work experience in customer service, call center management, or technical support preferred.
• Strong written and verbal communication skills with proven customer service excellence.
• Ability to analyze data and deliver actionable insights.
• Proficiency in MS Excel , ERP platforms , and Power BI preferred.
• Strong organizational skills, ability to prioritize, and work efficiently in a fast-paced environment.
• Experience interacting with distribution and supply chain functions is an advantage.
• Strategic problem-solver with effective conflict resolution abilities.
  

Work Environment

• 24x7 rotational operations , primarily night shifts (starting 4 PM onward).
• Dynamic role requiring adaptability, continuous learning, and ownership of service delivery outcomes.
  

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