Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Provide professional, prompt, and accurate customer assistance via Chat, Email, and Phone.
• Document customer inquiries and service information thoroughly within the appropriate Cummins systems.
• Utilize basic knowledge of Cummins processes, systems, and practices to resolve routine issues.
• Escalate non-routine or complex issues through defined channels with proper documentation.
• Learn and apply new or updated processes and systems to improve service delivery.
• Support order and parts-related queries such as availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
• Maintain a high level of service quality by adhering to operational procedures and response standards.
• Contribute ideas and feedback that support more customer-centric and efficient service operations.
• Communicate effectively across internal and distribution functions to assist in order management activities.
• Provide actionable insights to internal stakeholders based on customer interactions.
  

Responsibilities

Required Competencies

• Action Oriented – Approaches challenges with urgency and enthusiasm.
• Customer Focus – Builds customer relationships and delivers customer-centric solutions.
• Communicates Effectively – Tailors communication for clarity and understanding across diverse audiences.
• Collaborates – Works cooperatively to achieve shared goals.
• Manages Conflict – Addresses conflict constructively with minimal disruption.
• Nimble Learning – Learns quickly from experience to improve performance.
• Values Differences – Appreciates and leverages diverse perspectives.
  

Technical Service Competencies

• Service Capability, Capacity & Coverage – Supports service delivery consistency aligned to customer expectations.
• Service Documentation – Accurately documents service information using required systems and tools.
• Warranty Process – Applies Cummins warranty guidelines to verify coverage and file claims accurately.
  

Education, Licenses & Certifications

Minimum Requirement

• High School Diploma / Secondary School completion or equivalent experience.
  

Preferred For Internal & External Candidates

• Bachelor’s degree in Business, Management, or related field (MBA preferred) .
• Licensing may be required in alignment with export control/sanctions compliance.
  

Qualifications

Skills & Experience

• 2+ years of previous experience in customer service, technical support, or call center operations.
• Strong communication skills (verbal and written), with proven customer service capability.
• Proficiency in Microsoft Excel , ERP tools, and familiarity with Power BI .
• Ability to analyze data and convert insights into actionable service improvements.
• Strong organizational, time-management, and problem-solving skills.
• Ability to work effectively in fast-paced and dynamic multi-channel support environments.
• Experience handling parts/order support and cross-functional coordination preferred.
  

Preferred Attributes

• Customer-centric mindset with focus on service quality and satisfaction
• Strategic and solution-oriented approach to operations
• Adaptability to evolving processes and technologies
  

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