Sr. Analyst

13 hours ago

Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Summary

The Sr. Analyst in Cummins CARE Operations provides comprehensive support to customers, including end-users, distributors, and dealers, across multiple communication channels. This role requires prompt resolution of customer inquiries, documentation of interactions, and collaboration with internal teams to enhance customer experiences. The position supports improvement initiatives, delivers training, and serves as a subject matter expert for Cummins processes, systems, and practices.

Key Responsibilities

Customer Support & Issue Resolution

  • Respond to customer inquiries via chat, email, and phone, providing timely and accurate assistance.
  • Document all customer interactions in appropriate Cummins systems.
  • Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices.
  • Escalate complex issues with proper documentation.

Knowledge Management & Training

  • Understand and convey new and existing Cummins processes, systems, and practices.
  • Generate and maintain knowledge content, deliver training to new hires, and mentor team members.
  • Act as a Subject Matter Expert or Team Leader for assigned processes or products.

Process Improvement & Analytics

  • Support improvement projects aimed at enhancing customer experiences and organizational performance.
  • Provide feedback and insights to internal teams based on customer interactions.
  • Analyze service metrics, warranty data, and process information to identify opportunities for operational improvement.

Internal Customer Support (Parts & Order Management)

  • Assist with order information, including parts availability, pricing, order entry, quotes, order status, invoice, and shipment information.
  • Communicate across distribution functions to handle customer requests efficiently.
  • Contribute to team success through knowledge sharing, mentorship, and structured training programs.

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