Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Record customer inquiries accurately within Cummins systems and tools.
• Provide prompt resolution via chat, email, and phone channels.
• Resolve routine service and support issues using business processes and tools.
• Escalate non-standard issues and ensure complete documentation.
• Maintain updated knowledge of current and new Cummins service systems and processes.
• Contribute ideas for improving customer experience and operational efficiency.
  

Additional Responsibilities – Internal Candidates (Parts Support Focus)

• Deliver high-quality assistance on parts-related queries including availability, pricing, order entry, shipment status, invoicing, quotes, and order tracking.
• Support order management activities by coordinating across the distribution network.
• Drive improved customer satisfaction by reducing response timelines and optimizing resolution processes.
• Provide insights from customer interactions to influence product and process improvements.
• Ensure exceptional written and verbal communication with customers and channel partners.
  

Responsibilities

Core Competencies

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

Education / Certifications

• High school diploma / secondary education completion or equivalent experience required.
• Compliance licensing may be required based on export regulation requirements.
  

Internal Candidate Qualifications (Preferred)

• Bachelor’s degree in Management, Business or related field (MBA preferred).
• 2+ years of experience in customer service, call center, or similar operations.
  

Qualifications

Skills & Experience

• Customer service or technical support background preferred.
• Strong communication and conflict resolution capability.
• Problem-solving ability with attention to detail in documentation.
• Proficiency in ERP systems, Microsoft Excel, and analytics tools (Power BI).
• Strong organizational and time management skills.
• Strategic thinking with ability to support complex operational workflows.
• Ability to thrive in a fast-paced, dynamic environment.
  

Shift Requirements

• Willingness to work in a 24×7 rotational shift environment .
• Primarily evening/night shift (starting 4:00 PM IST onwards) .
  

Job

Organization

Role Category

Job Type

ReqID

Relocation Package