Analyst - Cummins CARE Operations
Cummins Turbo Technologies
DESCRIPTION
The Analyst – Cummins CARE Operations provides routine support to customers including end-users, distributors, and dealers by addressing their inquiries through multiple communication channels. The role requires accurate documentation, timely problem resolution, and escalation of non-routine issues. The analyst contributes to continuous service improvement by leveraging Cummins systems, processes, and practices to enhance efficiency and customer experience under limited supervision.
Key Responsibilities
Deliver prompt and professional customer support through Chat, Email, and Phone .
Record and maintain complete and accurate customer inquiry details within designated Cummins systems.
Resolve routine issues by applying knowledge of Cummins products, tools, processes, and systems.
Escalate complex issues while ensuring proper documentation and adherence to escalation procedures.
Stay updated with existing and new Cummins operating practices and apply them effectively.
Identify and recommend opportunities to improve processes and enhance customer satisfaction.
Support order-related activities including parts availability, pricing, order entry, quotes, shipment tracking, and invoice information.
Collaborate closely with internal stakeholders and distribution functions to ensure seamless service delivery.
Provide insights based on customer interactions to strengthen operational performance and customer experience.
RESPONSIBILITIES
Competencies
Action Oriented – Demonstrates urgency, energy, and ownership in execution.
Collaborates – Works well with partners to achieve shared business goals.
Communicates Effectively – Tailors messages appropriately for different audiences.
Customer Focus – Builds loyalty and delivers customer-centric solutions.
Manages Conflict – Handles disagreements productively and professionally.
Nimble Learning – Continuously learns from experience and adapts quickly.
Values Differences – Respects and leverages diverse perspectives and cultures.
Technical & Functional Competencies
Service Capability, Capacity & Coverage – Understands operational performance standards and uses data insights to support channel development.
Service Documentation – Accurately captures work details in required service tools and systems.
Warranty Process – Validates warranty eligibility, interprets guidelines, and files claims with proper documentation.
Education, Licenses & Certifications
Minimum : High school diploma or equivalent qualification.
Preferred : Bachelor’s degree in Management or related field (MBA advantageous).
Licensing may be required to comply with export control or sanctions regulations.
QUALIFICATIONS
Skills & Experience
Previous relevant experience in customer service, technical support , or related operations (minimum 2+ years preferred ).
Excellent verbal and written communication skills with strong customer service background.
Proficiency in ERP systems , Microsoft Excel , and Power BI preferred.
Strong analytical and problem-solving skills with ability to convert data into actionable insights.
Ability to work efficiently in a fast-moving environment with strong organizational and time-management skills.
Knowledge of customer care and call management best practices.
Flexible and adaptable approach with focus on quality and service excellence.
As Cummins continues to grow, you'll be provided with continuous learning opportunities, supportive benefits and a culture that values your wellbeing, safety and work-life balance. Here, you'll have the power to determine your future with innovative technology, a focus on sustainability and with a company positioned for long-term growth.