DESCRIPTION

Job Summary

This position provides routine support to customers, including end-users, distributors, and/or dealers, by responding to information requests through multiple communication channels. The role operates under limited supervision and focuses on delivering timely, accurate, and customer-centric support while adhering to Cummins processes and standards.

Key Responsibilities

• Document customer inquiries and interactions accurately within appropriate Cummins systems.
• Provide prompt and professional assistance to customers through multiple channels, including phone, email, and chat.
• Deliver multi-skill, multi-channel customer support aligned with service standards.
• Resolve routine customer issues using a foundational understanding of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues through defined processes, ensuring complete and accurate documentation.
• Maintain understanding of new and existing Cummins processes, systems, and practices.
• Contribute ideas and suggestions to improve process efficiency and enhance customer experience.

RESPONSIBILITIES

Competencies

• Action Oriented: Takes initiative and approaches challenges with urgency, energy, and enthusiasm.
• Collaborates: Builds strong partnerships and works effectively with others to achieve shared goals.
• Communicates Effectively: Delivers clear, audience-appropriate communication across multiple formats.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Conflict: Handles conflict situations constructively with minimal disruption.
• Nimble Learning: Learns through experience and applies insights from successes and failures.
• Service Capability, Capacity and Coverage: Applies service capability processes to meet customer expectations and business priorities using available parts, tools, information, and qualified resources.
• Service Documentation: Accurately captures customer, equipment, and technical information in required systems following defined procedures.
• Warranty Process: Analyzes customer issues, determines warranty eligibility, and files accurate warranty claims using proper documentation.
• Values Differences: Recognizes and values diverse perspectives and cultures.

Education, Licenses & Certifications

• High school diploma or certificate of completion of secondary education, or equivalent experience meeting applicable regulations.
• May require licensing to comply with export control or sanctions regulations.

Qualifications

• Bachelor’s degree in Management or a related field; MBA preferred.
• Minimum 2+ years of experience in customer service or call center operations.
• Strong problem-solving, communication, and conflict resolution skills.
• Proficiency in ERP tools, Microsoft Excel, and Power BI.

QUALIFICATIONS

Skills & Capabilities

• Strong customer-centric mindset with a focus on quality and satisfaction.
• Ability to manage multiple tasks in a fast-paced, dynamic environment.
• Knowledge of industry best practices in customer care and service operations.
• Strong organizational and time-management skills.
• Strategic thinking with the ability to support complex operational needs.

Shift Details

• 24x7 rotational operations.
• Primarily night shifts starting from 4:00 PM onwards.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423174

Relocation Package Yes

100% On-Site No