Customer Quality Analyst

sues, including those related to product, supply chain, or processes.

• Manage and monitor customer shipping claims while ensuring timely resolution and customer satisfaction.

• Utilize Customer-Centric metrics to prioritize and address customer quality concerns effectively.

• Collaborate with cross-functional stakeholders from various Cummins entities to address quality and customer care issues.

• Contribute to continuous improvement initiatives and support or lead Six Sigma and process improvement projects .

• Support the development and execution of the Customer Quality organization's vision and strategy .

• Build and maintain relationships with internal teams and external customers to ensure transparent and proactive quality communication.

• Participate in or lead corrective and preventive action planning to prevent recurrence of customer issues.

• Support the digitization of quality management processes through Quality 4.0 initiatives (e.g., data analytics, digital twins, adaptive intelligence).

RESPONSIBILITIES

Key Skills and Competencies:

Technical & Functional Skills:

• Basic knowledge of Customer Shipping Claims Management .

• Understanding of Integrated Aftermarket processes and E2E customer service flow .

• Familiarity with Quality 4.0 tools and digital quality systems.

• Analytical thinking and data-driven decision-making.

Core Competencies:

• Action Oriented: Takes initiative and responds quickly to customer issues with urgency and energy.

• Customer Focus: Builds strong relationships and delivers customer-centric solutions.

• Collaborates: Works effectively with stakeholders across functions and geographies.

• Communicates Effectively: Adapts communication styles to diverse audiences.

• Problem Solving: Uses systematic analysis to identify root causes and implement robust solutions.

• Project Management: Manages scope, timeline, and resources for projects ensuring measurable impact.

• Manages Ambiguity: Operates effectively in uncertain or evolving situations.

• Quality Influence: Engages stakeholders constructively to ensure balanced decisions aligned with quality priorities.

• Builds Networks: Establishes and leverages internal and external relationships to achieve results.

• Drives Vision and Purpose: Aligns actions with Cummins' quality and customer satisfaction objectives.

• Ensures Accountability: Holds self and others responsible for meeting commitments.

• Values Differences: Promotes inclusion and respects diverse perspectives and approaches.

Work Environment:

• Shift: Night Shift (5 PM - 2 AM IST).

• Work Mode: Hybrid - Tuesday to Thursday in-office, remaining days remote.

• Collaboration: High degree of coordination with internal and external stakeholders across Cummins business units.

QUALIFICATIONS

Qualifications, Skills and Experience:

Education, Licenses, Certifications:

• College, university, or equivalent degree required.

• Engineering or a related technical or scientific discipline preferred.

Experience:

• Minimal to intermediate level of experience in a similar role.

• Prior experience in Customer Care , Customer Relationship Management , or Aftermarket operations preferred.

• Experience managing customer shipping claims and integrated aftermarket processes is beneficial.

• Experience working with diversified teams and cross-functional stakeholders preferred.

Job Quality

Organization Cummins Inc.

Role Category Remote

Job Type Exempt - Experienced

ReqID 2420464

Relocation Package No