Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Respond to customer queries via phone, chat, and email to deliver timely and professional assistance.
• Document customer interactions accurately within Cummins systems.
• Apply existing knowledge of Cummins processes, products, and systems to resolve routine issues.
• Escalate non-routine or complex cases as per process with complete documentation.
• Support order and parts-related inquiries: availability, pricing, quotes, order entry, invoices, shipment status, etc.
• Collaborate with distribution functions and supply chain to meet customer needs.
• Identify and suggest improvements to enhance customer satisfaction and efficiency.
• Maintain knowledge of current and new systems, processes, and tools.
• Provide customer insights to internal teams to support continuous improvement.
  

Responsibilities

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Manages Conflict
• Nimble Learning
• Values Differences
• Service Capability, Capacity & Coverage
• Service Documentation
• Warranty Process
  

Qualifications

Required (External/Common):

• High school diploma or completion of secondary education (minimum requirement).
• Meets export control and regulatory compliance licensing requirements where applicable.
  

Preferred (Internal Candidate Alignment)

• Bachelor’s degree in business, Management, or related field.
• MBA preferred.
  

Qualifications

Experience

• Prior experience in customer service or call center environment is preferred.
• 2+ years ’ experience supporting customer interactions, preferably in a technical or parts support domain.
• Experience handling order and parts-related operations highly desirable.
  

Skills & Capabilities

• Strong written and verbal communication with proven customer service background.
• Ability to navigate ERP tools and CRM platforms for order management.
• Proficient with Microsoft Excel and exposure to Power BI for data interpretation.
• Customer-centric mindset with strong quality and satisfaction focus.
• Critical thinking and problem-solving abilities to manage standard and escalating issues.
• Time-management and organizational skills to succeed in high-volume environments.
• Ability to adapt quickly to changing operational requirements.
  

Additional Details

• Must be flexible to work 24×7 rotational shifts (night-shift primary: 4 PM onward).
• High energy, reliable and team-oriented mindset.
• Comfort working under limited supervision.
  

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