Sr. Analyst - Cummins CARE Operations

Description

Job Summary:

Sr. Analyst – Cummins CARE Operations

Key Responsibilities

• Handle multi-channel customer inquiries efficiently (phone, chat, email) with professionalism and accuracy.
• Log detailed customer interaction records into appropriate Cummins systems.
• Resolve non-routine and moderately complex issues using in-depth knowledge of Cummins tools, processes, and services.
• Escalate unresolved or complex issues following defined protocols with thorough documentation.
• Provide training and mentorship to new hires and existing team members.
• Participate in and lead initiatives aimed at enhancing customer satisfaction and operational excellence.
• Generate and manage knowledge base content and process documentation.
• Provide feedback from customer interactions to internal teams to inform them of product or service improvements.
• Support parts-related queries such as availability, pricing, quote creation, order status, and shipment tracking.
  

Responsibilities

Competencies:

• Action Oriented – Demonstrates a proactive approach and strong work ethic.
• Collaborates – Works effectively with cross-functional teams to meet goals.
• Communicates Effectively – Adjusts messaging based on audience; delivers clear, concise information.
• Customer Focus – Puts customer satisfaction at the forefront of decision-making and interactions.
• Directs Work – Delegates effectively and helps remove obstacles to progress.
• Manages Complexity – Analyzes multiple factors to solve intricate customer issues.
• Manages Conflict – Navigates and resolves conflicts professionally.
• Nimble Learning – Adapts and learns from experiences, both successful and challenging.
• Values Differences – Encourages and leverages diverse ideas and perspectives.
  

Technical/Functional Competencies

• Service Capability, Capacity, and Coverage – Applies network analysis and tools to improve service coverage and capability.
• Service Documentation – Captures and verifies key customer and technical data in compliance with process requirements.
• Service Information Process – Delivers technical content and training by coordinating with internal stakeholders and systems.
• Warranty Process – Evaluates eligibility and submits claims accurately using Cummins’ warranty systems.
  

Education, Licenses, Certifications

• High school diploma or equivalent required.
• Bachelor’s degree in management or related field preferred; MBA desirable .
• Role may require licensing related to export controls or sanction regulations.
  

Experience Requirements

• Minimum of 3+ years of experience in customer service, call center operations, or parts support.
• Previous experience in team leadership, training, or process improvement preferred.
• Strong record of delivering quality support in fast-paced, customer-centric environments.
  

Qualifications

Technical Skills:

• Proficiency in ERP systems , Microsoft Excel , and Power BI .
• Experience with CRM platforms and customer query tools.
• Ability to analyze operational data and identify actionable insights.
  

Soft Skills

• Excellent verbal and written communication skills.
• Strong interpersonal and mentoring skills.
• High level of organizational ability and time management.
• Strategic thinking and ability to work independently with minimal supervision.
• Strong attention to detail and commitment to service excellence.
  

Shift Details

• 24x7 Rotational Operations with a focus on night shift hours (starting from 4:00 PM IST onwards) to support global customers. Flexibility to work across shifts is required.
  

Job

Organization

Role Category

Job Type

ReqID

Relocation Package