Sr. Analyst

2 days ago

Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Summary

The Sr. Analyst in Cummins CARE Operations provides expanded support to customers—including end-users, distributors, and dealers—across multiple communication channels. This role handles complex customer issues, escalates non-routine matters, and contributes to process improvements and knowledge management initiatives. The position also delivers training, mentors team members, and supports internal parts and order management functions while ensuring a customer-centric approach.

Key Responsibilities

Customer Support & Issue Resolution

  • Provide prompt assistance to customers via chat, email, and phone.
  • Document all customer inquiries accurately in Cummins systems.
  • Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices.
  • Escalate complex issues with proper documentation and follow-up.

Knowledge Management & Training

  • Understand and apply new and existing Cummins processes and systems.
  • Generate and maintain knowledge content, delivering training to new hires.
  • Serve as a Subject Matter Expert (SME) or Team Leader, mentoring peers and supporting team development.

Process Improvement & Internal Support

  • Support improvement projects to enhance customer experiences and organizational goals.
  • Assist with order-related queries, including parts availability, pricing, order entry, quotes, order status, invoices, and shipment tracking.
  • Communicate effectively across distribution functions to handle customer requests.
  • Provide feedback and insights to internal teams based on customer interactions.

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