DESCRIPTION

The Analyst – Cummins CARE Operations provides routine support to customers including end-users, distributors, and dealers seeking information through various communication channels. Working under limited supervision, the role ensures accurate documentation of inquiries, timely issue resolution, and adherence to Cummins processes and service standards. The Analyst contributes to a customer-centric environment and supports continuous improvement to enhance customer experience and operational efficiency.

Key Responsibilities

• Provide professional, prompt, and accurate customer assistance via Chat, Email, and Phone.

• Document customer inquiries and service information thoroughly within the appropriate Cummins systems.

• Utilize basic knowledge of Cummins processes, systems, and practices to resolve routine issues.

• Escalate non-routine or complex issues through defined channels with proper documentation.

• Learn and apply new or updated processes and systems to improve service delivery.

• Support order and parts-related queries such as availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.

• Maintain a high level of service quality by adhering to operational procedures and response standards.

• Contribute ideas and feedback that support more customer-centric and efficient service operations.

• Communicate effectively across internal and distribution functions to assist in order management activities.

• Provide actionable insights to internal stakeholders based on customer interactions.

RESPONSIBILITIES

Required Competencies

• Action Oriented – Approaches challenges with urgency and enthusiasm.

• Customer Focus – Builds customer relationships and delivers customer-centric solutions.

• Communicates Effectively – Tailors communication for clarity and understanding across diverse audiences.

• Collaborates – Works cooperatively to achieve shared goals.

• Manages Conflict – Addresses conflict constructively with minimal disruption.

• Nimble Learning – Learns quickly from experience to improve performance.

• Values Differences – Appreciates and leverages diverse perspectives.

Technical Service Competencies

• Service Capability, Capacity & Coverage – Supports service delivery consistency aligned to customer expectations.

• Service Documentation – Accurately documents service information using required systems and tools.

• Warranty Process – Applies Cummins warranty guidelines to verify coverage and file claims accurately.

Education, Licenses & Certifications

Minimum Requirement

• High School Diploma / Secondary School completion or equivalent experience.

Preferred for Internal & External Candidates

• Bachelor’s degree in Business, Management, or related field (MBA preferred) .

• Licensing may be required in alignment with export control/sanctions compliance.

QUALIFICATIONS

Skills & Experience

• 2+ years of previous experience in customer service, technical support, or call center operations.

• Strong communication skills (verbal and written), with proven customer service capability.

• Proficiency in Microsoft Excel , ERP tools, and familiarity with Power BI .

• Ability to analyze data and convert insights into actionable service improvements.

• Strong organizational, time-management, and problem-solving skills.

• Ability to work effectively in fast-paced and dynamic multi-channel support environments.

• Experience handling parts/order support and cross-functional coordination preferred.

Preferred Attributes

• Customer-centric mindset with focus on service quality and satisfaction

• Strategic and solution-oriented approach to operations

• Adaptability to evolving processes and technologies

• Apply
• Join Our Talent Community
• Employees Refer a Friend
• Request an Accommodation

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.