DESCRIPTION

Job Summary

The Analyst – Cummins CARE Operations role provides routine customer support to end-users, distributors, and dealers by delivering accurate information and timely resolutions through multiple communication channels. Working under limited supervision, the role focuses on consistent service delivery aligned with Cummins processes, systems, and customer experience standards.

Key Responsibilities

• Document customer inquiries and interactions accurately within appropriate Cummins systems.
• Provide prompt, professional assistance to customers via phone, email, and chat.
• Deliver multi-skill, multi-channel support to resolve routine customer issues.
• Apply a foundational understanding of Cummins processes, systems, and practices to address customer needs.
• Identify, document, and escalate non-routine or complex issues through defined escalation processes.
• Maintain awareness of new and existing Cummins systems, tools, and practices.
• Contribute ideas and suggestions to improve customer centricity, service efficiency, and process effectiveness.

RESPONSIBILITIES

Competencies

• Action Oriented: Takes initiative and approaches challenges with urgency, energy, and enthusiasm.
• Collaborates: Builds effective partnerships and works collaboratively to achieve shared goals.
• Communicates Effectively: Delivers clear, concise, and audience-appropriate communication across multiple formats.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict situations professionally and constructively.
• Nimble Learning: Learns quickly through experience, experimentation, and feedback.
• Service Capability, Capacity and Coverage: Applies service capability frameworks to meet customer expectations and ensure consistent service delivery.
• Service Documentation: Accurately captures customer, equipment, and technical information in service management systems.
• Warranty Process: Supports warranty activities by identifying root causes, validating coverage eligibility, and ensuring accurate claim documentation.
• Values Differences: Recognizes and values diverse perspectives and cultures.

Qualifications

• High school diploma or certificate of completion of secondary education or equivalent experience, in accordance with applicable regulations.
• Bachelor’s degree in Management or a related field preferred; MBA is an advantage.
• This position may require licensing to comply with export control or sanctions regulations.

Experience

• Previous relevant work experience is required.
• Prior technical support and/or customer service experience is preferred.
• Minimum of 2+ years of customer service or call center experience for internal candidates.

QUALIFICATIONS

Skills and Experience

• Strong written and verbal communication skills with a proven customer service background.
• Ability to resolve customer queries effectively while adhering to defined processes.
• Proficiency in ERP tools, Microsoft Excel, and Power BI.
• Ability to analyze data and convert insights into actionable improvements.
• Strong organizational, time-management, and problem-solving skills.
• Knowledge of customer care and call management best practices.
• Ability to perform effectively in a fast-paced, dynamic environment.

Shift Details

• Willingness to work in a 24x7 rotational operations environment.
• Primarily night shift, starting from 4:00 PM onwards.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423240

Relocation Package No

100% On-Site No