Analyst - Cummins CARE Operations

nowledge Sharing & Process Improvement**

• Understand and apply new and existing Cummins processes and systems.

• Contribute ideas to enhance process efficiency and customer-centricity.

• Support initiatives aimed at improving customer satisfaction and operational effectiveness.

Internal Customer Support (Parts & Order Management)

• Assist with order-related queries, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.

• Communicate effectively across distribution functions to manage customer requests.

Provide insights and feedback to internal teams based on customer interactions.

RESPONSIBILITIES

Competencies

• Action Oriented: Approach challenges with energy, urgency, and enthusiasm.

• Collaboration: Build partnerships and work effectively with others to meet objectives.

• Effective Communication: Deliver clear communications across multiple channels and audiences.

• Customer Focus: Build strong relationships and deliver customer-centric solutions.

• Conflict Management: Handle conflicts efficiently and constructively.

• Nimble Learning: Learn quickly from experimentation, successes, and failures.

• Service Capability & Coverage: Apply processes to meet customer expectations, analyze service metrics, and resolve issues.

• Service Documentation: Accurately document customer, equipment, and technical information.

• Warranty Process: Analyze issues, determine root causes, and manage warranty claims by Cummins standards.

• Values Differences: Appreciate and leverage 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.

• Proficiency in ERP tools, Microsoft Excel, and Power BI.

QUALIFICATIONS

Skills & Competencies

• A customer-centric mindset focused on quality and satisfaction.

• Strong problem-solving, conflict resolution, and analytical skills.

• Strategic thinking with the ability to manage routine operations efficiently.

• Knowledge of industry best practices in customer care and call management.

• Strong organizational and time-management abilities.

• Adaptability to fast-paced and dynamic environments.

• Excellent verbal and written communication skills.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2419145

Relocation Package Yes