Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst – Cummins CARE Operations provides routine support to customers including end-users, distributors, and dealers by addressing their inquiries through multiple communication channels. The role requires accurate documentation, timely problem resolution, and escalation of non-routine issues. The analyst contributes to continuous service improvement by leveraging Cummins systems, processes, and practices to enhance efficiency and customer experience under limited supervision.

Key Responsibilities

• Deliver prompt and professional customer support through Chat, Email, and Phone .
• Record and maintain complete and accurate customer inquiry details within designated Cummins systems.
• Resolve routine issues by applying knowledge of Cummins products, tools, processes, and systems.
• Escalate complex issues while ensuring proper documentation and adherence to escalation procedures.
• Stay updated with existing and new Cummins operating practices and apply them effectively.
• Identify and recommend opportunities to improve processes and enhance customer satisfaction.
• Support order-related activities including parts availability, pricing, order entry, quotes, shipment tracking, and invoice information.
• Collaborate closely with internal stakeholders and distribution functions to ensure seamless service delivery.
• Provide insights based on customer interactions to strengthen operational performance and customer experience.

RESPONSIBILITIES

Competencies

• Action Oriented – Demonstrates urgency, energy, and ownership in execution.
• Collaborates – Works well with partners to achieve shared business goals.
• Communicates Effectively – Tailors messages appropriately for different audiences.
• Customer Focus – Builds loyalty and delivers customer-centric solutions.
• Manages Conflict – Handles disagreements productively and professionally.
• Nimble Learning – Continuously learns from experience and adapts quickly.
• Values Differences – Respects and leverages diverse perspectives and cultures.

Technical & Functional Competencies

• Service Capability, Capacity & Coverage – Understands operational performance standards and uses data insights to support channel development.
• Service Documentation – Accurately captures work details in required service tools and systems.
• Warranty Process – Validates warranty eligibility, interprets guidelines, and files claims with proper documentation.

Education, Licenses & Certifications

• Minimum : High school diploma or equivalent qualification.
• Preferred : Bachelor’s degree in Management or related field (MBA advantageous).
• Licensing may be required to comply with export control or sanctions regulations.

QUALIFICATIONS

Skills & Experience

• Previous relevant experience in customer service, technical support , or related operations (minimum 2+ years preferred ).
• Excellent verbal and written communication skills with strong customer service background.
• Proficiency in ERP systems , Microsoft Excel , and Power BI preferred.
• Strong analytical and problem-solving skills with ability to convert data into actionable insights.
• Ability to work efficiently in a fast-moving environment with strong organizational and time-management skills.
• Knowledge of customer care and call management best practices.
• Flexible and adaptable approach with focus on quality and service excellence.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421115

Relocation Package Yes