DESCRIPTION

The Analyst – Cummins CARE Operations is responsible for providing multi-channel (chat, email, phone) support to customers—including end-users, dealers, and distributors—by resolving queries and issues related to Cummins aftermarket products and services. Working under limited supervision, the role emphasizes accurate documentation, escalation management, and a customer-centric approach to service delivery.

TECHNICAL AND FUNCTIONAL SKILLS:

• Familiarity with ERP tools and platforms (e.g., Salesforce, SAP).
• Proficient in Microsoft Excel and Power BI for data analysis and reporting.
• Understanding of Cummins systems and warranty processes.
• Knowledge of service documentation practices and tools.

ADDITIONAL INTERNAL SKILLS:

• Strategic thinking and process optimization.
• Strong problem-solving and decision-making skills.
• Ability to multitask and work in a fast-paced environment.
• Strong organizational and time management skills.

EDUCATION, LICENSES, CERTIFICATIONS:

• High school diploma or certificate of secondary education is required.
• Bachelor’s degree in management or a related field preferred; MBA is a plus.
• This role may require licensing to ensure compliance with export controls or sanctions regulations.

EXPERIENCE:

• Minimum of 2 years of experience in customer service, call center operations, or technical support.
• Prior experience in aftermarket support, order management, or ERP systems preferred.

EXTERNAL (CUSTOMER-FACING) RESPONSIBILITIES:

• Provide timely and accurate assistance to customers via phone, email, and chat.
• Document all customer inquiries and transactions in relevant Cummins systems.
• Address routine customer issues by applying knowledge of Cummins systems, tools, and processes.
• Support inquiries related to aftermarket parts including availability, pricing, order status, and invoice information.
• Escalate non-routine issues appropriately with complete documentation.
• Offer suggestions for enhancing customer satisfaction and improving support processes.

INTERNAL (OPERATIONAL & TEAM-FACING) RESPONSIBILITIES:

• Coordinate across distribution nodes and functions to support customer order management.
• Monitor support metrics and ensure adherence to SLAs and quality benchmarks.
• Provide feedback and insights from customer interactions to internal stakeholders.
• Collaborate with internal teams (e.g., product, IT, logistics) to resolve technical issues.
• Support the development and implementation of support policies, best practices, and training.
• Analyze data using Excel/Power BI to identify patterns and drive process improvement.