Analyst - Cummins CARE Operations

Description

Job Summary

Analyst Cummins CARE Operations

Key Responsibilities

• Provide prompt, accurate, and courteous assistance to customers through multiple communication channels (Chat, Email, Phone).
• Document customer inquiries, resolutions, and relevant details within appropriate Cummins systems.
• Resolve routine customer issues by applying an understanding of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues with proper documentation and follow-up.
• Manage day-to-day operations for digital products such as Guidanz, QSOL, Insite, Service Plus, Salesforce , etc.
• Coordinate with Product Development, QA, and other technical teams to resolve issues promptly and effectively.
• Monitor support tickets, track performance metrics, and ensure adherence to Service Level Agreements (SLAs).
• Contribute to the development and implementation of support policies, procedures, and best practices.
• Handle customer and internal escalations, ensuring swift resolution and customer satisfaction.
• Train, mentor, and guide support team members to improve technical and customer handling skills.
• Prepare regular reports on support performance, issue trends, and customer satisfaction levels.
• Stay updated on new product features, system updates, and process improvements to provide accurate assistance.
• Contribute ideas to enhance process efficiency and customer-centricity.
  

Responsibilities

Competencies

• Action Oriented: Takes on new challenges and opportunities with urgency, energy, and enthusiasm.
• Collaborates: Builds partnerships and works collaboratively with others to achieve shared goals.
• Communicates Effectively: Delivers clear and concise messages tailored to diverse audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict effectively and constructively.
• Nimble Learning: Adapts quickly and learns from both successes and failures.
• Values Differences: Recognizes and leverages diverse perspectives and cultures to drive better outcomes.
• Service Capability, Capacity, and Coverage: Understands customer expectations and service capability metrics to ensure consistent, high-quality support.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical data in service systems.
• Warranty Process: Understands and applies warranty procedures, eligibility criteria, and claim documentation requirements.
  

Qualifications, Licenses, And Certifications

• Education: High school diploma or certificate of completion of secondary education, or equivalent experience meeting applicable regulations.
• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.
  

Qualifications

Skills and Experience

• Previous relevant work experience in customer service, operations, or a technical support environment preferred.
• Familiarity with digital service tools such as Salesforce, Guidanz, QSOL, Insite, Service Plus .
• Experience with customer communication platforms and analytics tools.
• Strong interpersonal, communication, and leadership qualities.
• Ability to work collaboratively across global teams and functions.
• Comfortable working in rotational shifts, including night hours.
  

Shift Details

• Rotational 24x7 Operations (Primarily Night Shift starting from 4 PM onwards).
• Flexibility to support global time zones as required.
  

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