Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Document customer inquiry information accurately in relevant Cummins systems.
• Provide prompt, professional customer support across multiple channels (chat/email/phone).
• Resolve routine customer concerns using knowledge of Cummins products, tools, processes, and systems.
• Escalate non-routine or complex issues with proper documentation and follow-through.
• Maintain awareness of new and evolving Cummins processes, systems, and service practices.
• Suggest improvements to enhance customer centricity and process efficiency.
  

Additional Responsibilities (Internal Candidates)

• Manage daily operations for digital tools including Guidanz, QSOL, INSITE, Service Plus, Salesforce.
• Coordinate cross-functionally with Product, QA, Engineering, and Operations teams to drive timely resolution of technical issues.
• Monitor ticket handling, performance metrics, and ensure SLA compliance.
• Support implementation of customer support policies, procedures, and best practices.
• Handle escalation cases and provide direction to team members.
• Train and mentor support staff to improve product knowledge and customer handling skills.
• Prepare and maintain operational and customer satisfaction reports.
• Stay updated on feature enhancements and product updates.
  

Responsibilities

Competency

• Action Oriented – Takes on new opportunities with urgency and enthusiasm.
• Collaborates – Works effectively with teams to achieve common goals.
• Communicates Effectively – Ensures clear and tailored communication across audiences.
• Customer Focus – Builds strong relationships and ensures customer-centric solutions.
• Manages Conflict – Handles disagreements constructively and calmly.
• Nimble Learning – Learns through experimentation and adapts based on outcomes.
• Service Capability, Capacity & Coverage – Applies service standards to drive optimal service delivery.
• Service Documentation – Ensures accurate capture and documentation of service-related information.
• Warranty Process – Applies the correct interpretation of warranty coverage and filing requirements.
• Values Differences – Appreciates diverse perspectives and fosters an inclusive environment.
  

Education, Licenses & Certifications

• High school diploma or secondary education completion required; equivalent experience permitted per regional regulations.
• May require licensing or certification in alignment with export control compliance or other regulatory guidelines.
  

Qualifications

Skills & Experience Requirements

• Prior experience in customer service and/or technical support preferred.
• Knowledge of Cummins systems and business practices is an advantage.
• Ability to handle multi-system and multi-channel support operations.
• Strong analytical, documentation, and problem-solving skills.
  

Preferred Skills (Internal Candidates / Added Advantage)

• Experience using customer interaction and ticketing platforms (phone, CRM, chat tools).
• Exposure to analytics/reporting tools.
• Strong interpersonal, mentoring, and coordination skills.
• Ability to work effectively under SLAs and operational performance measurements.
  

Shift Details

• Willingness to work in rotational shifts as part of 24x7 operations (primarily night shift starting from 4 PM IST onwards).
  

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