DESCRIPTION

The Analyst – Cummins CARE Operations provides operational and technical support to customers including end-users, distributors, and dealers through multiple communication channels. This role ensures timely response, accurate documentation, and quality customer interactions while working under limited supervision. The analyst also contributes to continuous improvement initiatives by identifying opportunities for process and service enhancement.

Key Responsibilities

• Provide prompt customer support via Phone, Chat, and Email through multi-channel, multi-skill operations.

• Document customer inquiries, service actions, and resolutions accurately within Cummins systems.

• Resolve routine customer issues by applying working knowledge of Cummins processes, systems, and service practices.

• Escalate complex or non-routine cases with clear documentation and follow defined workflows.

• Assist customers and internal stakeholders with order-related inquiries: product availability, pricing, order entry, quoting, shipment and invoice status, etc.

• Partner with cross-functional teams and distribution networks to ensure seamless order and service delivery.

• Communicate effectively and build strong relationships to drive customer satisfaction and loyalty.

• Provide insights and feedback from customer interactions to enhance service efficiency and customer experience.

• Understand and adhere to Cummins standards and published service capability requirements.

• Support continuous improvement by recommending customer-centric enhancements to processes or tools.

RESPONSIBILITIES

Competencies

• Action Oriented – Shows urgency, energy, and enthusiasm when tackling challenges.

• Collaborates – Works well with others to achieve shared goals.

• Communicates Effectively – Tailors messages to meet diverse audience needs.

• Customer Focus – Delivers customer-centric solutions and strengthens relationships.

• Manages Conflict – Resolves issues constructively with minimal disruption.

• Nimble Learning – Learns rapidly from successes and mistakes.

• Values Differences – Embraces varying perspectives and cultures.

Technical & Functional Competencies

• Service Capability, Capacity, and Coverage – Understands operational standards and supports capability improvement within the service network.

• Service Documentation – Maintains accurate records using required service management tools and procedures.

• Warranty Process – Ability to validate failure causes, interpret warranty guidelines, and file claims accurately.

Education, Licenses, and Certifications

For external candidates:

• High school diploma/equivalent required; Bachelor’s degree in Management or related field preferred.

• Licensing may be required for compliance with export control or regulatory requirements.

For internal candidates:

• Bachelor’s degree preferred (MBA advantageous).

QUALIFICATIONS

Skills & Experience

• 2+ years of relevant work experience in customer service, call center management, or technical support preferred.

• Strong written and verbal communication skills with proven customer service excellence.

• Ability to analyze data and deliver actionable insights.

• Proficiency in MS Excel , ERP platforms , and Power BI preferred.

• Strong organizational skills, ability to prioritize, and work efficiently in a fast-paced environment.

• Experience interacting with distribution and supply chain functions is an advantage.

• Strategic problem-solver with effective conflict resolution abilities.

Work Environment

• 24x7 rotational operations , primarily night shifts (starting 4 PM onward).

• Dynamic role requiring adaptability, continuous learning, and ownership of service delivery outcomes.

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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.