Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Provide prompt assistance to customers through chat, email, and phone support channels.
• Document customer inquiry information accurately in Cummins systems.
• Resolve routine issues by applying knowledge of Cummins processes, systems, and practices.
• Escalate non-routine issues with proper documentation and follow-up.
• Manage subscription operations for Cummins-owned products, ensuring timely resolution of issues.
• Monitor support tickets, track SLAs, and generate performance reports.
• Collaborate with product development, QA, and other internal teams for issue resolution.
• Handle escalations, provide guidance, and mentor support team members.
• Develop, implement, and refine support policies, procedures, and best practices.
• Analyze customer feedback and support trends to suggest product and service improvements.
• Stay updated on new features, releases, and evolving processes.
  

Responsibilities

Competency

• Action Oriented – Takes on challenges with urgency, high energy, and enthusiasm.
• Collaborates – Builds partnerships and works effectively with others to achieve goals.
• Communicates Effectively – Delivers clear, audience-specific communication across channels.
• Customer Focus – Develops strong relationships and delivers customer-centric solutions.
• Manages Conflict – Handles conflict effectively with minimal disruption.
• Nimble Learning – Learns quickly from successes and failures when facing new challenges.
• Values Differences – Appreciates and leverages diverse perspectives and cultures.
• Service Capability, Capacity & Coverage – Applies processes to ensure consistent, capable service through people, tools, and information.
• Service Documentation – Captures and verifies customer, technical, and equipment data accurately.
• Warranty Process – Evaluates customer issues, verifies warranty eligibility, and ensures accurate claim settlements.
  

Qualifications

Education, Licenses, Certifications (External Candidates):

• High school diploma or certificate of completion of secondary education, or equivalent experience as per applicable regulations.
• May require licensing for compliance with export controls or sanctions regulations.
  

Internal Candidates (Preferred Qualifications)

• Bachelor’s degree in business administration, Marketing, Operations, or related field.
• Familiarity with subscription management software, CRM tools, and customer support platforms (Genesys, Omnichannel, Salesforce).
• Knowledge of analytics tools is an advantage.
  

Qualifications

Skills and Experience

• For External Candidates:
• Prior relevant work experience required; technical or customer service experience preferred.
• For Internal Candidates:
• 3–5 years of work experience in customer service, operations management, or related roles.
• Strong communication, interpersonal, and problem-solving skills.
• Detail-oriented, with the ability to track performance metrics and ensure SLA adherence.
• Ability to mentor and guide team members to improve skills and knowledge.
  

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