Sr. Analyst - Cummins CARE Operations

Description

Job Summary:

Sr. Analyst – Cummins CARE Operations

Key Responsibilities

• Deliver multi-channel customer support (Chat/Email/Phone) by documenting and resolving inquiries within Cummins systems.
• Analyze and resolve complex customer issues using deep knowledge of Cummins processes and systems.
• Escalate critical or unresolved cases while ensuring complete documentation and follow-up.
• Guide and support team members through structured knowledge sharing and mentorship.
• Provide product and order support related to parts pricing, availability, quotes, order processing, invoicing, and shipment tracking.
• Train new hires and develop internal knowledge base content.
• Lead or support improvement projects to enhance customer experience and streamline operations.
• Communicate with cross-functional teams across distribution and supply chain to fulfill customer needs.
• Capture customer feedback and relay actionable insights to relevant teams for product or service improvements.
  

Responsibilities

Core Competencies:

• Action Oriented – Tackles challenges with urgency and enthusiasm.
• Collaborates – Works effectively across teams to achieve common goals.
• Communicates Effectively – Adapts communication style to suit various audiences.
• Customer Focus – Builds strong relationships and delivers customer-centric outcomes.
• Directs Work – Provides guidance, delegates responsibilities, and removes barriers to performance.
• Manages Complexity – Interprets complex data and processes to drive solutions.
• Manages Conflict – Resolves conflict constructively and professionally.
• Nimble Learning – Continuously learns and adapts from feedback and experience.
• Values Differences – Respects and leverages diverse perspectives.
  

Technical/Functional Competencies

• Service Capability, Capacity, and Coverage – Applies knowledge to enhance service delivery and optimize resources.
• Service Documentation – Accurately captures and verifies customer and product data per established protocols.
• Service Information Process – Coordinates the creation and dissemination of technical support content.
• Warranty Process – Investigates failures, interprets warranty policies, and files claims appropriately.
  

Education, Licenses, And Certifications

• Required: High School diploma or equivalent.
• Preferred: Bachelor’s degree in management or related field; MBA is a plus.
• Licensing may be required to comply with export control or sanctions regulations, depending on location and scope.
  

Qualifications

Experience Requirements:

• Minimum 3+ years of relevant experience in customer service, call center operations, or technical support.
• Proven experience in parts support, order management, and mentoring or training team members.
• Demonstrated success in managing complex inquiries in a fast-paced environment.
  

Skills

• Proficiency in ERP systems , Microsoft Excel , and Power BI .
• Strong written and verbal communication skills.
• Ability to analyze and interpret data for process optimization.
• Organizational agility and strong time-management skills.
• In-depth knowledge of customer care has the best practices and service excellence standards.
• Ability to lead by example and foster collaboration in a team environment.
  

Shift Details

• 24x7 Rotational Operations
• Primary Shift: Evening/Night (Starting 4:00 PM IST)
• Flexibility to work across time zones to support global customers is required.
  

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