Analyst - Cummins CARE Operations

Description

Job Summary

Key Responsibilities

• Document customer inquiries accurately within Cummins systems and tools.
• Provide timely assistance across chat, email, and phone channels.
• Resolve routine customer concerns using Cummins processes, tools, and knowledge resources.
• Escalate non-routine or technical issues with complete and accurate documentation.
• Maintain up-to-date understanding of Cummins processes, systems, and service practices.
• Contribute suggestions for improving customer experience and operational efficiency.
  

Additional Responsibilities – Internal Candidates

• Manage day-to-day operations for digital support platforms: Guidanz, QSOL, INSITE, Service Plus, Salesforce.
• Collaborate with Product, QA, and Engineering teams to ensure timely issue resolution.
• Monitor support case queues, performance metrics, and adherence to SLAs.
• Support creation and implementation of support policies and best practices.
• Handle escalations, provide guidance and mentorship to team members.
• Prepare regular reporting on operational performance and customer satisfaction.
• Stay informed on product enhancements and system upgrades.
  

Responsibilities

Competencies

• Action Oriented – Works proactively with urgency and energy.
• Collaborates – Fosters teamwork to achieve shared goals.
• Communicates Effectively – Delivers clear and audience-specific communication.
• Customer Focus – Advocates for delivering superior customer value.
• Manages Conflict – Handles disagreements constructively with minimal disruption.
• Nimble Learning – Learns and adapts quickly from both failures and successes.
• Service Capability, Capacity & Coverage – Uses knowledge of service network capabilities to drive effective service.
• Service Documentation – Ensures accurate data capture and case documentation.
• Warranty Process – Applies correct warranty analysis and claim filing procedures.
• Values Differences – Respects and embraces diverse perspectives.
  

Education, Licenses & Certifications

• High school diploma/secondary education completion or equivalent relevant experience.
• May require licensing per export control or regulatory compliance needs.
  

Qualifications

Skills & Experience

• Previous experience in customer service and/or technical support preferred.
• Strong documentation, analytical and problem-solving skills.
• Ability to work efficiently in a multi-channel environment.
  

Preferred Skills

• Experience with customer communication platforms and CRM/ticketing systems.
• Familiarity with analytics and reporting tools.
• Strong interpersonal, coordination and leadership potential.
  

Shift Requirements

• Ability to work in rotational shifts as part of 24×7 operations.
• Primarily night shift coverage, starting from 4:00 PM IST onwards.
  

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