Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Cummins CARE Analyst provides frontline support and information to customers including end-users, distributors, and dealers across multiple communication channels. This role ensures accurate documentation, prompt resolution of routine inquiries, and escalates complex concerns while continuously finding opportunities to improve customer service processes. Work is performed under limited supervision with a strong focus on delivering an exceptional customer experience.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and other digital channels.
• Document customer interactions accurately within Cummins systems.
• Provide high-quality solutions to routine customer issues using established processes and technical knowledge.
• Escalate non-routine or complex queries with complete documentation as per defined procedures.
• Maintain strong understanding of Cummins products, support systems, and service practices.
• Participate in initiatives to improve customer experience and operational efficiency.
• Support order-related requests including parts availability, order tracking, pricing, shipment and invoicing status (Internal qualification focus).
• Share customer insights to drive improvements in processes, tools, and service quality.
• Communicate effectively with distribution channel partners to support order management.
• Maintain service documentation standards and ensure consistent high-quality records.
• Support 24×7 rotational operations including night shifts as required.

RESPONSIBILITIES

Competencies

• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively – Clear and adaptive communication across audiences.
• Collaborates – Works effectively with cross-functional teams to solve customer issues.
• Manages Conflict – Addresses issues constructively to maintain customer trust.
• Action Oriented – Responds with urgency and enthusiasm.
• Nimble Learning – Quickly adapts to new tools, systems, and challenges.
• Service Capability, Capacity & Coverage – Understands service support readiness and ensures customers receive consistent service.
• Service Documentation – Captures accurate data to maintain a complete service record.
• Warranty Process – Understands documentation and coverage basics for claim processing.
• Values Differences – Appreciates diverse perspectives and inclusive teamwork.

Education, Licenses & Certifications

• High school diploma / secondary education (minimum requirement).
• Bachelor’s degree in business, Management, Engineering, or related field preferred.
• MBA is desirable for internal progression.
• May require licensing for export controls compliance depending on region.

QUALIFICATIONS

Skills & Experience

Required (External and common profile):

• Previous relevant experience in customer service or support operations.
• Strong communication and problem-solving abilities.
• Ability to multi-task and work efficiently in a fast-paced environment.

Preferred (Internal candidate emphasis):

• 2+ years experience in customer service or call center operations.
• Experience in parts/order management workflows.
• Experience with ERP systems, Microsoft Excel, and Power BI.
• Analytical capability to drive actionable improvements.
• Strong customer satisfaction focus with ability to manage complex operational queries.

Additional Role Requirements

• Ability to work 24×7 rotational shifts (primarily night shifts from 4 PM onward).
• Strong organizational discipline and adherence to process and documentation standards.
• Commitment to continuous improvement and customer delight.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421114

Relocation Package Yes