**DESCRIPTION** **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 customer interactions, prompt resolution of routine inquiries, escalation of non-routine issues, and contribution to process improvement initiatives. The position also supports internal parts and order management while maintaining a customer-centric approach. **Key Responsibilities** **Customer Support & Issue Resolution** + Respond to customer inquiries promptly via chat, email, and phone. + Document all customer interactions accurately in Cummins systems. + Resolve routine customer issues using basic knowledge of Cummins processes, systems, and practices. + Escalate non-routine issues with proper documentation and follow-up. **Knowledge Sharing & Process Improvement** + Understand and apply new and existing Cummins processes and systems. + Contribute ideas to improve efficiency and enhance customer experience. + Support initiatives aimed at improving customer satisfaction and operational effectiveness. **Internal Customer Support (Parts & Order Management)** + Assist with order-related information, including parts availability, pricing, order entry, quote creation, order status, invoices, and shipment tracking. + Communicate across distribution functions and nodes to handle customer requests efficiently. + Provide insights and feedback to internal teams based on customer interactions. **RESPONSIBILITIES** **Competencies** + **Action Oriented:** Take initiative with urgency, energy, 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. + **Conflict Management:** Handle conflict situations efficiently and constructively. + **Nimble Learning:** Learn quickly from experimentation and past experiences. + **Service Capability & Coverage:** Apply processes to meet customer expectations and analyze service metrics to resolve issues. + **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:** 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 and conflict-resolution skills. + 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 and dynamic environments. + Excellent verbal and written communication skills. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2419216 **Relocation Package** No