Analyst - Cummins CARE Operations at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Query Resolution, Order Management, Parts Support, Process Improvement, Documentation, ERP Systems, CRM Platforms, Microsoft Excel, Power BI, Conflict Resolution, Problem-Solving, Time-Management, Multitasking, Customer Service, Technical Support

Industry

Motor Vehicle Manufacturing

Description

Job Summary Provides routine customer support to end users, distributors, and dealers by responding to inquiries through multiple communication channels including phone, email, and chat. The role focuses on resolving routine issues, documenting customer interactions, and supporting service operations through an understanding of Cummins processes, systems, and practices. The position also contributes to improving customer experience by identifying opportunities to enhance processes and operational efficiency. Key Responsibilities Customer Support & Query Resolution * Provide prompt and professional assistance to customers through multiple communication channels including phone, email, and chat. * Document customer inquiries and interactions accurately within appropriate Cummins systems. * Resolve routine customer issues using a basic understanding of Cummins processes, systems, and practices. * Escalate non-routine or complex issues through the appropriate escalation channels while ensuring proper documentation. * Deliver consistent and high-quality customer service aligned with Cummins service standards. Order & Parts Support * Support customer inquiries related to parts and product orders, including availability, pricing, order entry, quotation creation, order status, invoice information, and shipment tracking. * Collaborate with distribution functions and internal teams to support order management activities and ensure timely resolution of customer requests. * Maintain accurate records of service interactions and order-related information. Process Improvement & Insights * Understand and follow both new and existing Cummins processes, systems, and practices. * Contribute ideas and suggestions to improve existing processes, enhance efficiency, and make operations more customer-centric. * Provide insights and feedback to internal teams based on trends observed during customer interactions. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

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Responsibilities

This role provides routine customer support via phone, email, and chat to end users, distributors, and dealers, focusing on resolving basic issues and accurately documenting all interactions within Cummins systems. The position also involves supporting service operations and contributing to process enhancement by identifying opportunities to improve efficiency and customer experience.