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Analyst - Cummins CARE Operations

3 weeks ago

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

Job Summary

The Analyst in Cummins CARE Operations provides routine support to customers, including end-users, distributors, and dealers—through multiple communication channels. This role ensures accurate documentation of interactions, timely 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 promptly to customer inquiries via chat, email, and phone.
  • Document all customer interactions accurately in Cummins systems.
  • Resolve routine customer issues using a basic understanding 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 process efficiency and enhance the customer experience.
  • Support initiatives to improve 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 to handle customer requests efficiently.
  • Provide insights and feedback to internal teams based on customer interactions.