Sr. Analyst
1 day ago
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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