Sr. Analyst - Cummins CARE Operations
Cummins Turbo Technologies
DESCRIPTION
The Sr. Analyst – Cummins CARE Operations provides advanced support to customers including end-users, distributors, and dealers seeking information across multiple communication channels with minimum supervision. The role is responsible for resolving non-routine inquiries, ensuring high-quality service delivery, and contributing to service improvement initiatives. The Sr. Analyst also supports knowledge management, training delivery, and may serve as a Subject Matter Expert or Team Leader to the broader CARE Operations team.
Key Responsibilities
Provide prompt and professional customer assistance across multiple communication channels (Chat, Email, Phone).
Document customer interactions accurately within relevant Cummins systems.
Apply strong knowledge of Cummins processes, systems, and practices to resolve complex customer issues.
Escalate high-complexity issues with appropriate documentation through defined processes.
Deliver training and mentoring support to new hires; lead knowledge-sharing initiatives within the team.
Generate and maintain comprehensive knowledge content and service documentation for enhanced service delivery.
Support continuous improvement projects that strengthen customer experience and business outcomes.
Utilize analytics and customer insights to identify service gaps, recommend solutions, and drive operational excellence.
Collaborate with distribution and internal teams for order management activities and effective service support.
Assist customers with product order details including parts availability, pricing, order entry, order status, invoicing, and logistics queries.
Maintain adherence to service capability, coverage standards, and warranty procedures.
RESPONSIBILITIES
Competencies
Action Oriented – Shows urgency and enthusiasm in solving challenges.
Customer Focus – Builds strong relationships and delivers customer-centric solutions.
Communicates Effectively – Adapts communication style to diverse audiences.
Collaborates – Partners effectively to achieve shared business objectives.
Manages Complexity – Processes complex information to recommend effective solutions.
Directs Work – Provides direction and removes obstacles to enable success.
Manages Conflict – Handles difficult situations constructively.
Values Differences – Appreciates diverse perspectives and cultures.
Service Capability, Capacity & Coverage – Ensures channels are capable and efficient to meet customer expectations.
Service Information & Documentation – Organizes and captures technical data accurately for service delivery.
Warranty Process – Analyzes customer issues to determine qualification and completes claims as per guidelines.
Education, Licensing & Certifications
Required
- High school diploma / Secondary education completion or equivalent experience as per regulatory requirements.
Preferred (Internal & External Consideration)
Bachelor’s degree in Business, Management, or related field. (MBA preferred)
Compliance licensing may be required based on regional export control and sanctions regulations.
QUALIFICATIONS
Skills & Experience
3+ years of relevant work experience in customer support, technical support, or call center operations.
Strong proficiency in Microsoft Excel, ERP systems , and familiarity with analytics tools such as Power BI .
Exceptional written and verbal communication skills with strong problem-solving and conflict resolution capabilities.
Ability to analyze data and implement actionable insights for operational improvement.
Prior experience in parts support, order management, and cross-functional communication strongly preferred.
Demonstrated ability to adapt in a fast-paced, multi-channel customer environment.
Ability to mentor, guide and influence peers with strong teamwork and leadership attributes.
Preferred Attributes
Strategic thinking capability to manage complex operational scenarios.
Passion for continuous improvement and delivering superior customer experiences.
Ability to balance multiple priorities while maintaining high accuracy and service quality.
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.