DESCRIPTION

Job Summary

Provides routine customer support to end users, distributors, and dealers by responding to inquiries through multiple communication channels including phone, email, and chat. The role focuses on resolving routine issues, documenting customer interactions, and supporting service operations through an understanding of Cummins processes, systems, and practices. The position also contributes to improving customer experience by identifying opportunities to enhance processes and operational efficiency.

Key Responsibilities

Customer Support & Query Resolution

• Provide prompt and professional assistance to customers through multiple communication channels including phone, email, and chat.
• Document customer inquiries and interactions accurately within appropriate Cummins systems.
• Resolve routine customer issues using a basic understanding of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues through the appropriate escalation channels while ensuring proper documentation.
• Deliver consistent and high-quality customer service aligned with Cummins service standards.

Order & Parts Support

• Support customer inquiries related to parts and product orders, including availability, pricing, order entry, quotation creation, order status, invoice information, and shipment tracking.
• Collaborate with distribution functions and internal teams to support order management activities and ensure timely resolution of customer requests.
• Maintain accurate records of service interactions and order-related information.

Process Improvement & Insights

• Understand and follow both new and existing Cummins processes, systems, and practices.
• Contribute ideas and suggestions to improve existing processes, enhance efficiency, and make operations more customer-centric.
• Provide insights and feedback to internal teams based on trends observed during customer interactions.

RESPONSIBILITIES

Competency

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Manages Conflict
• Nimble Learning
• Service Capability, Capacity and Coverage
• Service Documentation
• Warranty Process
• Values Differences

Qualifications

Education, Licenses & Certifications

• High school diploma or certificate of completion of secondary education or equivalent experience required.
• Bachelor’s degree in Management, Business, or a related field preferred.
• MBA or equivalent postgraduate qualification considered an advantage.
• This position may require licensing for compliance with export controls or sanctions regulations.

QUALIFICATIONS

Skills and Experience

Experience

• Minimum 2+ years of experience in customer service, contact center operations, or technical support roles preferred.
• Prior experience interacting with customers, distributors, or dealers in a service or product support environment is advantageous.

Technical & Functional Skills

• Experience handling customer queries related to product orders, parts availability, pricing, and order management.
• Familiarity with ERP systems, CRM platforms, and service management tools.
• Proficiency in Microsoft Excel, Power BI, and enterprise systems for reporting and analysis.
• Ability to understand and apply service documentation, warranty processes, and operational procedures.

Communication & Interpersonal Skills

• Strong written and verbal communication skills.
• Ability to manage customer interactions professionally and effectively.
• Strong conflict resolution and problem-solving abilities.

Analytical & Organizational Skills

• Ability to analyze customer interactions and identify opportunities for process improvement.
• Strong organizational, time-management, and multitasking skills.
• Ability to work efficiently in a fast-paced and dynamic environment .

Additional Requirements

• Ability to work in 24x7 rotational operations , primarily night shifts starting from 4:00 PM onwards .
• Strong customer-centric mindset with a focus on service quality and customer satisfaction.
• Ability to collaborate across teams and support continuous improvement initiatives.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2425890

Relocation Package Yes

100% On-Site No