Analyst - Cummins CARE Operations

Job Summary:

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision

Key Responsibilities:

Document customer inquiry information within appropriate Cummins systems

Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)

Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices

Escalate non-routine issues, providing documentation through process

Understands new and existing Cummins processes, systems and practices

Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient

Competencies:

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

Ensure the delivery of exceptional customer service through effective query resolution and process adherence via phone, email, and chat.

Develop strategies to improve customer satisfaction and reduce response times.

Assistance with order information related to the sale of all products, including but not limited to:parts availability, pricing, order entry, quote creation, order status, invoice information, shipment status etc.

Capability to communicate across distribution functions and nodes to aid in order management activities to handle customer requests

Provide insights and feedback to internal teams based on customer interactions.

Demonstrated strong written and verbal communication skills, combined with an excellent background in customer service, ensuring effective client interactions and high satisfaction rates.

Qualifications:

Bachelor’s degree, Management, or a related field (MBA preferred).

Proven experience (2+ years) in customer service or call center management.

Excellent communication, problem-solving, and conflict resolution abilities.

Proficiency in ERP tools, Microsoft excel, Power-Bi.

Ability to analyze data and implement actionable insights.

Skills and Competencies:

Customer-centric approach with a focus on quality and satisfaction.

Strategic thinking and ability to manage complex operations.

Knowledge of industry best practices in customer care and call management.

Strong organizational and time-management skills.

Adaptability to work in a fast-paced and dynamic environment.

Shift Details:

24x7 Rotational Operations (Primarily Night Shift starting 4pm onwards).