Analyst - Cummins CARE Operations
Cummins Turbo Technologies
DESCRIPTION
The Analyst – Cummins CARE Operations is responsible for delivering prompt, courteous, and effective customer support across various channels including phone, email, and chat. This role involves resolving routine customer inquiries, documenting interactions, and escalating more complex issues appropriately. Under limited supervision, the Analyst ensures adherence to Cummins systems, processes, and service standards while also contributing toward continuous improvement efforts.
Key Responsibilities:
Deliver multi-channel support (Chat/Email/Phone) to end-users, distributors, and dealers.
Document and manage customer inquiries accurately using Cummins systems.
Address routine service and parts-related issues using a working knowledge of Cummins tools and processes.
Escalate non-routine queries with complete and accurate documentation.
Provide updates and resolution on part-related concerns including availability, pricing, order tracking, and shipment.
Collaborate with distribution and functional teams to fulfill customer needs.
Recommend and support improvements for enhanced customer satisfaction and operational efficiency.
Contribute feedback from customer interactions to improve internal systems and processes.
RESPONSIBILITIES
Core Competencies:
Action Oriented: Takes initiative and delivers with urgency and enthusiasm.
Collaborates: Fosters strong working relationships across teams.
Communicates Effectively: Clearly conveys information across communication modes.
Customer Focus: Builds and maintains customer trust through solution-oriented support.
Manages Conflict: Navigates disputes professionally and calmly.
Nimble Learning: Learns rapidly from both successes and challenges.
Values Differences: Embraces and respects cultural and professional diversity.
Functional Competencies:
Service Documentation: Accurately captures customer, product, and service data using the required tools.
Service Capability, Capacity and Coverage: Understands the service network and its alignment with customer and business priorities.
Warranty Process: Determines service eligibility and manages warranty claims per company policy.
Preferred Technical Skills:
Proficiency in ERP and CRM systems (e.g., SAP, Salesforce).
Working knowledge of Microsoft Excel and Power BI for data analysis.
Familiarity with analytics tools and customer service metrics.
Strong interpersonal, written, and verbal communication skills.
Qualifications:
Education:
High School diploma or equivalent is mandatory.
Bachelor’s degree in management or a related field is preferred.
MBA will be an added advantage.
Experience:
Minimum 2 years of experience in customer service or call center operations.
Experience in technical support, order/parts management, or ERP-based environments preferred.
Licensing (if applicable):
May require licensing to comply with export controls or sanctions regulations depending on the location.
QUALIFICATIONS
Work Environment:
Flexible working in a 24x7 rotational shift model , with primary hours aligned to evening and night shifts (starting from 4:00 PM IST onwards).
Fast-paced, process-driven team setup with a focus on continual learning and customer satisfaction.
100% On-Site No
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.