Description

Job Summary

The Analyst – Cummins CARE Operations provides routine customer support to end-users, distributors, and dealers across multiple channels including phone, email, and chat. This role focuses on delivering high-quality customer service, resolving inquiries efficiently, and supporting continuous improvement in customer care processes. The position requires strong communication skills, customer focus, and the ability to work in a dynamic, multi-channel environment under limited supervision.

Key Responsibilities

Customer Support & Service Delivery

Provide prompt and effective support to customers via phone, email, and chat
Handle multi-channel (multi-skill) customer interactions with professionalism and accuracy
Resolve routine customer inquiries using knowledge of Cummins systems, processes, and practices
Escalate complex or non-routine issues with proper documentation and context
Ensure accurate documentation of all customer interactions in relevant systems

Order Management & Operational Support

Assist customers with order-related queries including parts availability, pricing, order entry, quotations, and shipment tracking
Provide updates on order status, invoices, and delivery timelines
Coordinate with cross-functional teams and distribution networks to support order management activities

Process Adherence & Continuous Improvement

Follow established service processes, documentation standards, and quality guidelines
Understand and apply new and existing Cummins systems and workflows
Identify opportunities to improve customer experience, reduce response times, and enhance process efficiency
Share feedback and insights from customer interactions with internal stakeholders

Service Operations & Technical Support

Capture and maintain accurate service documentation in systems
Support warranty-related processes by documenting issues and assisting with claim-related information
Apply basic understanding of service capability, capacity, and coverage concepts to meet customer expectations

Teamwork & Collaboration

Collaborate effectively with internal teams, including service, supply chain, and technical support
Participate in training and development initiatives
Contribute to a customer-centric and high-performance team environment

Responsibilities

Competencies

Action Oriented – Demonstrates urgency, energy, and initiative in resolving customer needs
Collaborates – Works effectively across teams to achieve shared goals
Communicates Effectively – Delivers clear, concise, and audience-appropriate communication
Customer Focus – Builds strong relationships and delivers customer-centric solutions
Manages Conflict – Handles challenging situations professionally and constructively
Nimble Learning – Quickly adapts and learns from experiences

Functional Competencies

Service Capability, Capacity and Coverage
Service Documentation
Warranty Process Understanding
Customer Service Operations Knowledge

Qualifications

Bachelor's degree in Management, Business Administration, or related field (MBA preferred)
High school diploma or equivalent (minimum requirement as per regulatory norms)
May require licensing for export control or regulatory compliance

Qualifications

Skills

Strong verbal and written communication skills
Proficiency in ERP systems, Microsoft Excel, and Power BI
Customer service and query resolution expertise
Problem-solving and conflict resolution skills
Data analysis and reporting capability
Strong organizational and time-management skills
Ability to work in a fast-paced, 24x7 operational environment

Experience

Minimum 2+ years of relevant experience in customer service, call center, or support operations
Prior experience in technical support or service operations preferred
Experience handling multi-channel customer interactions (voice, chat, email) is advantageous

Shift Details

24x7 rotational shifts
Primarily night shift (starting from 4:00 PM onwards), based on business requirement

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2427630

Relocation Package No

100% On-Site No

Analyst - Cummins CARE Operations