Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst – Cummins CARE Operations provides routine customer support to end-users, distributors, and dealers through multiple communication channels under limited supervision. The role is responsible for ensuring prompt and accurate assistance, maintaining high levels of customer satisfaction, and contributing to continuous improvement of service processes. The analyst also manages day-to-day operational activities for Cummins digital products, ensuring efficient handling of customer queries and coordination with internal teams.

Key Responsibilities

• Provide prompt, accurate, and courteous assistance to customers through multiple communication channels (Chat, Email, Phone).
• Document customer inquiries, resolutions, and relevant details within appropriate Cummins systems.
• Resolve routine customer issues by applying an understanding of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues with proper documentation and follow-up.
• Manage day-to-day operations for digital products such as Guidanz, QSOL, Insite, Service Plus, Salesforce , etc.
• Coordinate with Product Development, QA, and other technical teams to resolve issues promptly and effectively.
• Monitor support tickets, track performance metrics, and ensure adherence to Service Level Agreements (SLAs).
• Contribute to the development and implementation of support policies, procedures, and best practices.
• Handle customer and internal escalations, ensuring swift resolution and customer satisfaction.
• Train, mentor, and guide support team members to improve technical and customer handling skills.
• Prepare regular reports on support performance, issue trends, and customer satisfaction levels.
• Stay updated on new product features, system updates, and process improvements to provide accurate assistance.
• Contribute ideas to enhance process efficiency and customer-centricity.

RESPONSIBILITIES

Competencies

• Action Oriented: Takes on new challenges and opportunities with urgency, energy, and enthusiasm.
• Collaborates: Builds partnerships and works collaboratively with others to achieve shared goals.
• Communicates Effectively: Delivers clear and concise messages tailored to diverse audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict effectively and constructively.
• Nimble Learning: Adapts quickly and learns from both successes and failures.
• Values Differences: Recognizes and leverages diverse perspectives and cultures to drive better outcomes.
• Service Capability, Capacity, and Coverage: Understands customer expectations and service capability metrics to ensure consistent, high-quality support.
• Service Documentation: Accurately captures and maintains customer, equipment, and technical data in service systems.
• Warranty Process: Understands and applies warranty procedures, eligibility criteria, and claim documentation requirements.

Qualifications, Licenses, and Certifications

• Education: High school diploma or certificate of completion of secondary education, or equivalent experience meeting applicable regulations.
• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.

QUALIFICATIONS

Skills and Experience

• Previous relevant work experience in customer service, operations, or a technical support environment preferred.
• Familiarity with digital service tools such as Salesforce, Guidanz, QSOL, Insite, Service Plus .
• Experience with customer communication platforms and analytics tools.
• Strong interpersonal, communication, and leadership qualities.
• Ability to work collaboratively across global teams and functions.
• Comfortable working in rotational shifts, including night hours.

Shift Details

• Rotational 24x7 Operations (Primarily Night Shift starting from 4 PM onwards).
• Flexibility to support global time zones as required.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421016

Relocation Package Yes