Job Description

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides routine, high-quality support to customers including end-users, distributors, and dealers across multi-channel communication mediums. The role focuses on resolution of standard inquiries using established Cummins processes and systems, accurate documentation of customer interactions, and delivering a strong customer experience. Internal scope of the role also includes supporting parts-related inquiries and contributing to improvements in customer service efficiency and satisfaction.

Key Responsibilities

Respond to customer queries via phone, chat, and email to deliver timely and professional assistance. Document customer interactions accurately within Cummins systems. Apply existing knowledge of Cummins processes, products, and systems to resolve routine issues. Escalate non-routine or complex cases as per process with complete documentation. Support order and parts-related inquiries: availability, pricing, quotes, order entry, invoices, shipment status, etc. Collaborate with distribution functions and supply chain to meet customer needs. Identify and suggest improvements to enhance customer satisfaction and efficiency. Maintain knowledge of current and new systems, processes, and tools. Provide customer insights to internal teams to support continuous improvement.

RESPONSIBILITIES

Competencies

Action Oriented

Collaborates

Communicates Effectively

Customer Focus

Manages Conflict

Nimble Learning

Values Differences

Service Capability, Capacity & Coverage

Service Documentation

Warranty Process

Qualifications

Required (External/Common):

High school diploma or completion of secondary education (minimum requirement). Meets export control and regulatory compliance licensing requirements where applicable.

Preferred (Internal Candidate Alignment):

Bachelor's degree in business, Management, or related field. MBA preferred.

QUALIFICATIONS

Experience

Prior experience in customer service or call center environment is preferred.

2+ years

' experience supporting customer interactions, preferably in a technical or parts support domain. Experience handling order and parts-related operations highly desirable.

Skills & Capabilities

Strong written and verbal communication with proven customer service background. Ability to navigate ERP tools and CRM platforms for order management. Proficient with Microsoft Excel and exposure to Power BI for data interpretation. Customer-centric mindset with strong quality and satisfaction focus. Critical thinking and problem-solving abilities to manage standard and escalating issues. Time-management and organizational skills to succeed in high-volume environments. Ability to adapt quickly to changing operational requirements.

Additional Details

Must be flexible to work 24x7 rotational shifts (night-shift primary: 4 PM onward). High energy, reliable and team-oriented mindset. Comfort working under limited supervision.

Job

Service

Organization

Cummins Inc.

Role Category

Hybrid

Job Type

Office

ReqID

2421110

Relocation Package

Yes