DESCRIPTION

The Analyst – Cummins CARE Operations role provides multi-channel customer support to end-users, distributors, and dealers under limited supervision. The position focuses on resolving inquiries effectively, documenting cases accurately, escalating when needed, and supporting continuous improvement across customer service operations.

Key Responsibilities

• Record customer inquiries accurately within Cummins systems and tools.

• Provide prompt resolution via chat, email, and phone channels.

• Resolve routine service and support issues using business processes and tools.

• Escalate non-standard issues and ensure complete documentation.

• Maintain updated knowledge of current and new Cummins service systems and processes.

• Contribute ideas for improving customer experience and operational efficiency.

Additional Responsibilities – Internal Candidates (Parts Support Focus)

• Deliver high-quality assistance on parts-related queries including availability, pricing, order entry, shipment status, invoicing, quotes, and order tracking.

• Support order management activities by coordinating across the distribution network.

• Drive improved customer satisfaction by reducing response timelines and optimizing resolution processes.

• Provide insights from customer interactions to influence product and process improvements.

• Ensure exceptional written and verbal communication with customers and channel partners.

RESPONSIBILITIES

Core Competencies

• Action Oriented

• Collaborates

• Communicates Effectively

• Customer Focus

• Manages Conflict

• Nimble Learning

• Service Capability, Capacity & Coverage

• Service Documentation

• Warranty Process

• Values Differences

Education / Certifications

• High school diploma / secondary education completion or equivalent experience required.

• Compliance licensing may be required based on export regulation requirements.

Internal Candidate Qualifications (Preferred)

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

• 2+ years of experience in customer service, call center, or similar operations.

QUALIFICATIONS

Skills & Experience

• Customer service or technical support background preferred.

• Strong communication and conflict resolution capability.

• Problem-solving ability with attention to detail in documentation.

• Proficiency in ERP systems, Microsoft Excel, and analytics tools (Power BI).

• Strong organizational and time management skills.

• Strategic thinking with ability to support complex operational workflows.

• Ability to thrive in a fast-paced, dynamic environment.

Shift Requirements

• Willingness to work in a 24×7 rotational shift environment .

• Primarily evening/night shift (starting 4:00 PM IST onwards) .

• 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.