Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Respond to customer inquiries via phone, chat, and email with prompt and professional assistance.
• Document customer interactions thoroughly within relevant Cummins systems.
• Resolve routine issues using foundational product knowledge and established procedures.
• Escalate non-standard or complex cases with complete documentation for timely resolution.
• Maintain strong understanding of Cummins service processes, tools, products, and warranty procedures.
• Suggest improvements that enhance efficiency and elevate the customer experience.
• (Internal Focus) Manage subscription-related operations for Cummins products.
• (Internal Focus) Coordinate with Product Development, QA, and cross-functional teams on technical cases.
• Track support tickets, maintain SLA compliance, and contribute to performance reporting.
• Guide team members by sharing product knowledge and best practices.
• Analyze customer feedback to identify opportunities for product and service enhancements.
• Stay updated with product features, releases, and support requirements.
  

Responsibilities

Competencies

• Customer Focus
• Communicates Effectively
• Collaborates
• Action Oriented
• Manage Conflict
• Nimble Learning
• Values Differences
• Service Capability, Capacity & Coverage
• Service Documentation
• Warranty Process
  

Education, Licenses & Certifications

• High school diploma / Secondary education completion required.
• Bachelor’s degree in business administration, Operations, Marketing, or a related field preferred.
• May require licensing for compliance with export controls or sanctions regulations.
  

Qualifications

Skills & Experience

Required

• Previous experience in customer service, support operations, or call center environment.
• Strong communication and interpersonal relationship-building skills.
• Detail-oriented with solid problem-solving ability.
• Comfort working in rotational/night shifts.
  

Preferred (Internal Candidate Alignment)

• 3–5 years of total work experience in customer support, subscriptions support, or operations.
• Familiarity with CRM platforms (Salesforce), omnichannel tools (e.g., Genesys), and support ticketing systems.
• Experience working with performance metrics and service improvement.
• Exposure to analytics tools for reporting and insights.
  

Additional Requirements

• Ability to work in a 24×7 shift structure (primarily night shifts).
• Fast learner with adaptability to evolving technologies.
• Strong customer-centric attitude and a team-first mindset.
  

Job

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