Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Provide prompt assistance to customers via phone, email, and chat, documenting all interactions in Cummins systems.
• Resolve routine issues using Cummins processes and practices; escalate non-routine issues with appropriate documentation.
• Manage day-to-day operations of subscription and product support systems (e.g., QSOL, Salesforce, Genesys, Omnichannel).
• Monitor support tickets, track KPIs/SLAs, and ensure adherence to service standards.
• Coordinate with product development, QA, and other teams to resolve technical issues effectively.
• Contribute ideas to improve service efficiency, customer experience, and operational processes.
• Handle escalations and provide guidance to ensure timely resolution of customer concerns.
• Assist in developing and implementing support policies, procedures, and best practices.
• Train and mentor support team members to enhance skills, product knowledge, and service delivery.
• Analyze customer feedback and support trends to recommend improvements to products and services.
• Collaborate with internal teams to stay updated on new features, releases, and service updates.
• Prepare and present regular reports on performance, customer satisfaction, and operational metrics.
  

Responsibilities

Competencies

• Action Oriented – Tackles challenges with urgency and enthusiasm.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively – Delivers clear, concise, and audience-specific communication.
• Collaborates – Builds strong partnerships across teams and functions.
• Manages Conflict – Handles conflict situations constructively and with minimal disruption.
• Nimble Learning – Quickly learns and adapts from new challenges, successes, and failures.
• Values Differences – Leverages diverse perspectives and cultures for stronger outcomes.
• Service Capability, Capacity & Coverage – Ensures service delivery aligns with Cummins standards.
• Service Documentation – Creates accurate, compliant, and complete records of customer interactions.
• Warranty Process – Applies Cummins guidelines to evaluate, document, and process warranty claims effectively.
  

Education, Licenses & Certifications

• Required:
• High school diploma or equivalent.
• May require licensing for compliance with export controls or sanctions regulations.
• Preferred:
• Bachelor’s degree in business administration, Marketing, Operations, Mechanical/Automobile Engineering, or a related field.
  

Qualifications

Skills and Experience

• Experience:
• Minimum 2–5 years of experience in customer service, operations management, or call center environments.
• Experience with subscription management and/or technical customer support preferred.
• Technical Skills:
• Proficiency in CRM and customer support platforms (e.g., Salesforce, Genesys, Omnichannel).
• Strong knowledge of MS Excel and data analysis tools (Power BI).
• Familiarity with analytics and reporting tools.
• Soft Skills:
• Strong interpersonal and communication abilities.
• Detail-oriented with excellent problem-solving and conflict-resolution skills.
• Customer-first mindset with a focus on quality and satisfaction.
• Ability to train, mentor, and guide team members.
• Organizational and time-management skills for high-volume operations.
• Adaptability to rotational shifts and fast-paced environments.
  

Work Environment & Shift Details

• Shifts: Rotational | 24x7 operations (primarily night shifts from 4 PM onwards).
• Work Mode: Hybrid (onsite/remote based on business requirements).
• Culture: Customer-focused, collaborative, and growth-oriented with opportunities for skill development and career progression.
  

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