Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

Provides advanced customer support to end users, distributors, and dealers through multiple communication channels including phone, email, and chat. The role resolves complex customer issues, supports operational improvement initiatives, and serves as a subject matter expert by maintaining knowledge content, training team members, and ensuring high standards of customer experience while working with minimal supervision.

Key Responsibilities

Customer Support & Issue Resolution

• Provide prompt and effective assistance to customers through multiple communication channels including phone, email, and chat.
• Document customer inquiries and interactions accurately within appropriate Cummins systems.
• Resolve non-routine customer issues through a strong understanding of Cummins processes, systems, and practices.
• Escalate complex issues to appropriate teams with clear documentation to ensure timely resolution.
• Ensure high-quality customer interactions while maintaining adherence to service standards and processes.

Order & Parts Support

• Support customer queries related to parts and product orders including availability, pricing, order entry, quote creation, order status, invoice information, and shipment tracking.
• Coordinate across distribution channels and internal functions to support effective order management and customer requests.
• Provide accurate and timely information regarding product and service inquiries.

Operational Improvement & Knowledge Management

• Support improvement initiatives aimed at enhancing customer experience and operational efficiency.
• Develop strategies to improve service quality, reduce response times, and optimize customer interactions.
• Generate, maintain, and update knowledge base content to support operational excellence and team efficiency.

Training & Team Support

• Act as a subject matter expert (SME) or team lead by providing guidance and support to team members.
• Deliver training to new hires and support ongoing learning initiatives.
• Mentor colleagues through knowledge sharing and structured coaching.
• Provide insights and feedback to internal teams based on trends observed from customer interactions.

RESPONSIBILITIES

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Directs Work
• Manages Complexity
• Manages Conflict
• Service Capability, Capacity and Coverage
• Service Documentation
• Service Information Process
• 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 is considered an advantage.
• This position may require licensing for compliance with export controls or sanctions regulations.

QUALIFICATIONS

Skills and Experience

Experience

• Significant relevant work experience in customer service, technical support, or call center operations .
• Minimum 3+ years of experience in customer service, operations, or contact center environments preferred.
• Experience interacting with distributors, dealers, or customers in a technical or product support environment is advantageous.

Technical & Functional Skills

• Strong understanding of customer service operations and service delivery best practices.
• Experience handling customer queries related to product orders, parts availability, and order management processes.
• 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 interpret and apply service documentation, warranty processes, and technical information.

Analytical & Problem-Solving Skills

• Ability to analyze customer interactions and operational data to generate actionable insights.
• Strong problem-solving capabilities to resolve complex customer issues efficiently.
• Ability to identify trends and recommend improvements to enhance customer experience.

Communication & Interpersonal Skills

• Excellent written and verbal communication skills.
• Ability to interact effectively with customers, dealers, distributors, and internal teams.
• Strong conflict resolution and stakeholder management capabilities.

Leadership & Collaboration

• Experience mentoring, training, or guiding team members.
• Ability to work collaboratively across multiple teams and distribution functions.
• Demonstrated capability to manage complex customer interactions and support team performance.

Additional Requirements

• Ability to work in a 24x7 rotational operations environment , predominantly night shifts starting from 4:00 PM onwards .
• Ability to adapt to a fast-paced, dynamic customer support environment .
• Strong organizational, time management, and multitasking skills.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2425817

Relocation Package Yes

100% On-Site No