Sr. Analyst

7 hours ago

Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Summary

The Sr. Analyst – Cummins CARE Operations provides advanced support to customers including end-users, distributors, and dealers seeking information across multiple communication channels with minimum supervision. The role is responsible for resolving non-routine inquiries, ensuring high-quality service delivery, and contributing to service improvement initiatives. The Sr. Analyst also supports knowledge management, training delivery, and may serve as a Subject Matter Expert or Team Leader to the broader CARE Operations team.



Key Responsibilities

  • Provide prompt and professional customer assistance across multiple communication channels (Chat, Email, Phone).
  • Document customer interactions accurately within relevant Cummins systems.
  • Apply strong knowledge of Cummins processes, systems, and practices to resolve complex customer issues.
  • Escalate high-complexity issues with appropriate documentation through defined processes.
  • Deliver training and mentoring support to new hires; lead knowledge-sharing initiatives within the team.
  • Generate and maintain comprehensive knowledge content and service documentation for enhanced service delivery.
  • Support continuous improvement projects that strengthen customer experience and business outcomes.
  • Utilize analytics and customer insights to identify service gaps, recommend solutions, and drive operational excellence.
  • Collaborate with distribution and internal teams for order management activities and effective service support.
  • Assist customers with product order details including parts availability, pricing, order entry, order status, invoicing, and logistics queries.
  • Maintain adherence to service capability, coverage standards, and warranty procedures.

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