Description
Job Summary
The
Analyst – Cummins CARE Operations
provides expanded support to customers, including end-users, distributors, and dealers, through multiple communication channels under minimal supervision. The role is responsible for resolving customer inquiries, managing subscriptions operations for Cummins-owned digital products, ensuring prompt issue resolution, and driving continuous improvement in service delivery. The incumbent also serves as a subject matter expert, mentor, and trainer for new hires while contributing to customer satisfaction and operational excellence.
Key Responsibilities
- Provide prompt, high-quality assistance to customers through multiple communication channels (Chat, Email, Phone).
- Document customer inquiries, resolutions, and interactions accurately in relevant Cummins systems.
- Resolve both routine and non-routine customer issues by applying a deep understanding of Cummins processes, systems, and best practices.
- Manage subscription operations for Cummins-owned products, including issue handling and customer query management.
- Coordinate with Product Development, QA, and other cross-functional teams to resolve technical and operational issues promptly.
- Monitor support tickets, analyze support performance metrics, and ensure adherence to Service Level Agreements (SLAs).
- Support improvement initiatives aimed at enhancing customer experience, operational efficiency, and organizational goals.
- Generate and maintain knowledge base content and deliver training to new hires and peers.
- Handle escalations and provide direction and guidance to team members in managing complex issues.
- Assist in developing and implementing support policies, procedures, and best practices.
- Analyze customer feedback and service trends to identify opportunities for process and product improvement.
- Stay updated on new features, product releases, and system updates to ensure effective customer support.
- Lead or contribute to process improvement projects, ensuring alignment with business and customer needs.
Responsibilities
Competencies
- Action Oriented: Takes on new challenges with urgency, energy, and enthusiasm.
- Collaborates: Builds strong partnerships and works effectively with others to achieve shared objectives.
- Communicates Effectively: Delivers clear, concise messages adapted to different audiences.
- Customer Focus: Builds strong relationships and delivers customer-centric solutions.
- Directs Work: Provides guidance, delegates effectively, and removes barriers to achieve results.
- Manages Complexity: Synthesizes large amounts of information to solve complex problems efficiently.
- Manages Conflict: Handles difficult situations constructively with minimal disruption.
- Values Differences: Leverages diverse perspectives to enhance decision-making and teamwork.
- Nimble Learning: Learns actively from experiences, adapting quickly to new challenges.
- Service Capability, Capacity and Coverage: Applies knowledge of service capacity and capability processes to ensure consistent service delivery and resolve channel development opportunities.
- Service Documentation: Accurately captures customer, equipment, and technical data within service management systems.
- Service Information Process: Organizes and manages product technical information using established processes and systems.
- Warranty Process: Applies Cummins warranty procedures to verify failure causes, determine coverage eligibility, and file accurate claims.
Education, Licenses, and Certifications
- Minimum Qualification: High school diploma or equivalent.
- Preferred Qualification: Bachelor’s degree in business administration, Marketing, Operations , or a related field.
- Licensing: This position may require licensing for compliance with export controls or sanctions regulations.
Qualifications
Experience
- Overall Experience: 3–5 years of relevant experience in customer service, operations management, or a related field.
- Prior technical experience or exposure to digital product support preferred.
- Experience in managing subscriptions operations and coordinating across multiple teams.
- Proven ability to handle escalations, mentor peers, and contribute to process improvement initiatives.
Skills
- Proficient with subscription management software and CRM tools (e.g., Salesforce, Service Plus, Guidanz, QSOL, Insite).
- Familiarity with customer communication platforms such as Genesys and Omnichannel .
- Experience with analytics tools for tracking and improving performance.
- Strong interpersonal and communication skills with a customer-first mindset.
- Detail-oriented with strong problem-solving and analytical abilities.
- Ability to train and mentor support team members effectively.
- Comfortable working in rotational shifts (24x7) and supporting global operations.
Shift Details
- 24x7 Operations , primarily Night Shift starting at 4 PM onwards .
- Flexibility to support global time zones as required.
Preferred Skills:
Familiarity customer call platforms (Genesys, Omnichannel, salesforce)Familiarity with analytics toolsStrong interpersonal qualities.
Job
Service
Organization
Cummins Inc.
Role Category
Hybrid
Job Type
Office
ReqID
2420890
Relocation Package
Yes
