Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Accurately document customer inquiries using appropriate Cummins systems and tools.
• Provide efficient support through chat, email, and phone channels.
• Resolve routine issues using knowledge of Cummins processes and systems.
• Escalate non-standard issues with proper documentation and communication.
• Maintain up-to-date understanding of new and existing service processes and products.
• Suggest improvement opportunities to enhance customer centricity and operational efficiency.
  

Internal Candidate Responsibilities – Parts Support (Additional)

• Deliver exceptional customer service through query resolution and process compliance.
• Support parts-related activities: pricing, availability, quotes, order management, shipment tracking, invoicing, etc.
• Collaborate across distribution and supply functions to fulfill customer requests.
• Share feedback and insights from customer interactions for process enhancement.
• Maintain strong professional communication ensuring high customer satisfaction.
  

Responsibilities

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 or secondary education completion, or equivalent experience.
• Licensing may be required for compliance with export control/sanction regulations.
  

For Internal Hiring Consideration (Preferred)

• Bachelor’s degree in management or related field (MBA preferred).
• 2+ years customer service / call center operations experience.
  

Qualifications

Skills & Experience Requirements

• Prior technical support and/or customer service experience preferred.
• Strong communication, customer relationship management, and issue-resolution abilities.
• Proficiency in ERP systems, Microsoft Excel, and analytics tools (Power BI preferred).
• Ability to interpret data and provide operational insights.
• Strategic thinking paired with effective time-management and organization.
• Ability to work in a fast-paced and dynamic support environment.
  

• Willingness to support 24×7 rotational operations
• Primarily evening & night shifts starting at 4:00 PM IST onward
  

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