- Professional
- Optionales Büro in Pune
Job Summary
The Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. The role ensures accurate documentation of inquiries, prompt resolution of routine issues, and escalation of non-routine issues. This position also contributes ideas for process improvements, supports internal parts and order management, and fosters a customer-centric environment.
Key Responsibilities
Customer Support & Issue Resolution
- Respond promptly to customer inquiries via chat, email, and phone.
- Document customer interactions in Cummins systems accurately.
- Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
- Escalate non-routine issues with proper documentation.
Knowledge Sharing & Process Improvement
- Understand and apply new and existing Cummins processes and systems.
- Contribute suggestions to make processes more efficient and customer centric.
- Support initiatives aimed at improving customer experience and operational efficiency.
Internal Customer Support (Parts & Order Management)
- Assist with order-related information, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
- Communicate across distribution functions to manage customer requests effectively.
- Provide insights and feedback to internal teams based on customer interactions.
Responsibilities
Competencies
- Action Oriented: Take initiative and handle challenges with energy and urgency.
- Collaboration: Build partnerships and work effectively with others to achieve objectives.
- Effective Communication: Deliver clear, multi-mode communications tailored to different audiences.
- Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
- Conflict Management: Handle conflict situations efficiently with minimal disruption.
- Nimble Learning: Actively learn from experimentation and past experiences.
- Service Capability & Coverage: Apply processes to meet customer expectations, analyze metrics, and resolve service opportunities.
- Service Documentation: Accurately document customer, equipment, and technical information.
- Warranty Process: Analyze issues, determine root causes, and manage warranty claims according to Cummins standards.
- Values Differences: Recognize and leverage the value of diverse perspectives and cultures.
Education, Licenses, Certifications
- High school diploma or equivalent required.
- Bachelor’s degree in management or related field preferred; MBA is an advantage.
- Licensing may be required for compliance with export controls or sanction regulations.
Experience
- Minimum of 2 years’ experience in customer service, technical support, or call center operations.
- Prior experience in parts support or order management preferred.
- Familiarity with ERP tools, Microsoft Excel, and Power BI.
Qualifications
Skills & Knowledge
- A customer-centric approach focused on quality and satisfaction.
- Strong problem-solving and conflict-resolution abilities.
- Strategic thinking and ability to manage routine operations efficiently.
- Knowledge of industry best practices in customer care and call management.
- Strong organizational and time-management skills.
- Adaptability to fast-paced, dynamic environments.
- Excellent verbal and written communication skills.
Company
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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