Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Sr. Analyst – Cummins CARE Operations provides advanced support to customers including end-users, distributors, and dealers seeking information across multiple communication channels with minimum supervision. The role is responsible for resolving non-routine inquiries, ensuring high-quality service delivery, and contributing to service improvement initiatives. The Sr. Analyst also supports knowledge management, training delivery, and may serve as a Subject Matter Expert or Team Leader to the broader CARE Operations team.

Key Responsibilities

• Provide prompt and professional customer assistance across multiple communication channels (Chat, Email, Phone).
• Document customer interactions accurately within relevant Cummins systems.
• Apply strong knowledge of Cummins processes, systems, and practices to resolve complex customer issues.
• Escalate high-complexity issues with appropriate documentation through defined processes.
• Deliver training and mentoring support to new hires; lead knowledge-sharing initiatives within the team.
• Generate and maintain comprehensive knowledge content and service documentation for enhanced service delivery.
• Support continuous improvement projects that strengthen customer experience and business outcomes.
• Utilize analytics and customer insights to identify service gaps, recommend solutions, and drive operational excellence.
• Collaborate with distribution and internal teams for order management activities and effective service support.
• Assist customers with product order details including parts availability, pricing, order entry, order status, invoicing, and logistics queries.
• Maintain adherence to service capability, coverage standards, and warranty procedures.

RESPONSIBILITIES

Competencies

• Action Oriented – Shows urgency and enthusiasm in solving challenges.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively – Adapts communication style to diverse audiences.
• Collaborates – Partners effectively to achieve shared business objectives.
• Manages Complexity – Processes complex information to recommend effective solutions.
• Directs Work – Provides direction and removes obstacles to enable success.
• Manages Conflict – Handles difficult situations constructively.
• Values Differences – Appreciates diverse perspectives and cultures.
• Service Capability, Capacity & Coverage – Ensures channels are capable and efficient to meet customer expectations.
• Service Information & Documentation – Organizes and captures technical data accurately for service delivery.
• Warranty Process – Analyzes customer issues to determine qualification and completes claims as per guidelines.

Education, Licensing & Certifications

Required

• High school diploma / Secondary education completion or equivalent experience as per regulatory requirements.

Preferred (Internal & External Consideration)

• Bachelor’s degree in Business, Management, or related field. (MBA preferred)
• Compliance licensing may be required based on regional export control and sanctions regulations.

QUALIFICATIONS

Skills & Experience

• 3+ years of relevant work experience in customer support, technical support, or call center operations.
• Strong proficiency in Microsoft Excel, ERP systems , and familiarity with analytics tools such as Power BI .
• Exceptional written and verbal communication skills with strong problem-solving and conflict resolution capabilities.
• Ability to analyze data and implement actionable insights for operational improvement.
• Prior experience in parts support, order management, and cross-functional communication strongly preferred.
• Demonstrated ability to adapt in a fast-paced, multi-channel customer environment.
• Ability to mentor, guide and influence peers with strong teamwork and leadership attributes.

Preferred Attributes

• Strategic thinking capability to manage complex operational scenarios.
• Passion for continuous improvement and delivering superior customer experiences.
• Ability to balance multiple priorities while maintaining high accuracy and service quality.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421112

Relocation Package Yes