Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Provide prompt customer assistance across phone, email, and chat channels.
• Document customer inquiries and actions with accuracy in Cummins systems.
• Resolve routine customer issues using established Cummins processes and practices.
• Escalate non-routine or complex issues with complete supporting documentation.
• Monitor support tickets to ensure service level agreements (SLAs) are met.
• Collaborate with Product Development, Quality Assurance, and other teams for issue resolution.
• Develop and implement best practices for service operations and customer care.
• Train and mentor support team members to build product and process expertise.
• Analyze customer insights, feedback trends, and performance metrics to enhance service quality.
• Identify opportunities to improve processes, efficiency, and customer centricity.
• Maintain updated knowledge on new features, systems, services, and tools.
  

Responsibilities

Competencies

• Action Oriented: Shows urgency, energy, and accountability.
• Collaborates: Works effectively with stakeholders to achieve results.
• Communicates Effectively: Tailors communication to varied audiences.
• Customer Focus: Delivers strong customer relationships and experience.
• Manages Conflict: Maintains composure and resolution-focused approach.
• Nimble Learning: Learns quickly and applies lessons effectively.
• Values Differences: Encourages diverse perspectives and inclusive culture.
  

Technical & Functional Competencies

• Service Capability, Capacity, Coverage: Understands service standards, tools, availability and capability to meet customer needs.
• Service Documentation: Ensures accuracy and compliance in documentation.
• Warranty Process Knowledge: Understands claim eligibility, documentation requirements, and root cause validation.
  

Education, Licenses & Certifications

External Requirements

• High school diploma or equivalent; experience may substitute regulations permitting.
  

Internal Preferred Requirements

• Bachelor’s degree in business administration, Marketing, Operations, or a related field.
  

Qualifications

Experience

• Relevant prior experience required; customer service or technical support experience preferred.
• Internal requirement: Minimum 3–5 years in customer service, operations management, or related roles.
  

Job-Specific Skills

• Strong interpersonal and customer relationship skills.
• Detail-oriented with strong analytical and problem-solving capabilities.
• Ability to work in a fast-paced, multi-channel contact environment.
  

Preferred Tools & Technical Skills

• CRM systems and subscription management tools.
• Customer call platforms (e.g., Genesys , Salesforce , Omnichannel ).
• Familiarity with analytics tools for insights and tracking.
  

Job

Organization

Role Category

Job Type

ReqID

Relocation Package