- Professional
- Optionales Büro in Pune
Job Summary
The Sr. Analyst in Cummins CARE Operations provides expanded support to customers—including end-users, distributors, and dealers—across multiple communication channels. This role handles complex customer issues, escalates non-routine matters, and contributes to process improvements and knowledge management initiatives. The position also delivers training, mentors team members, and supports internal parts and order management functions while ensuring a customer-centric approach.
Key Responsibilities
Customer Support & Issue Resolution
- Provide prompt assistance to customers via chat, email, and phone.
- Document all customer inquiries accurately in Cummins systems.
- Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices.
- Escalate complex issues with proper documentation and follow-up.
Knowledge Management & Training
- Understand and apply new and existing Cummins processes and systems.
- Generate and maintain knowledge content, delivering training to new hires.
- Serve as a Subject Matter Expert (SME) or Team Leader, mentoring peers and supporting team development.
Process Improvement & Internal Support
- Support improvement projects to enhance customer experiences and organizational goals.
- Assist with order-related queries, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
- Communicate effectively across distribution functions to handle customer requests.
- Provide feedback and insights to internal teams based on customer interactions.
Responsibilities
Competencies
- Action Oriented: Take initiative with energy, urgency, and enthusiasm.
- Collaboration: Build partnerships and work effectively with others to achieve objectives.
- Effective Communication: Deliver clear communications across multiple channels and audiences.
- Customer Focus: Build strong relationships and deliver customer-centric solutions.
- Directs Work: Provide guidance, delegate tasks, and remove obstacles to achieve results.
- Manages Complexity: Analyze complex, high-volume information to solve problems effectively.
- Conflict Management: Handle conflicts efficiently with minimal disruption.
- Service Capability & Coverage: Apply processes to meet customer expectations and analyze service metrics for improvement.
- Service Documentation: Accurately document customer, equipment, and technical information.
- Service Information Process: Organize and deliver technical information, resolving emerging issues efficiently.
- Warranty Process: Analyze issues, verify root causes, and manage claims in compliance with 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 3 years’ experience in customer service, technical support, or call center operations.
- Prior experience in parts support, order management, or multi-channel customer care preferred.
- Proficiency in ERP tools, Microsoft Excel, and Power BI.
Qualifications
Skills & Competencies
- A customer-centric mindset focused on quality and satisfaction.
- Strategic thinking and ability to manage complex operations.
- Knowledge of industry best practices in customer care and call management.
- Strong organizational, time-management, and multitasking abilities.
- Adaptability to fast-paced and 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.
Jetzt bewerben
