Analyst - Cummins CARE Operations
1 week ago
Job Summary
The Analyst – Cummins CARE Operations provides routine support to customers, distributors, dealers, and internal stakeholders through multiple communication channels. The role involves documenting inquiries accurately, resolving basic customer issues using standard Cummins processes, and escalating complex concerns when necessary. Internal responsibilities may also include subscription operations support, monitoring service performance, assisting in troubleshooting, and contributing to continuous improvement initiatives for Cummins-owned products.
Key Responsibilities
- Respond to customer inquiries via phone, chat, and email with prompt and professional assistance.
- Document customer interactions thoroughly within relevant Cummins systems.
- Resolve routine issues using foundational product knowledge and established procedures.
- Escalate non-standard or complex cases with complete documentation for timely resolution.
- Maintain strong understanding of Cummins service processes, tools, products, and warranty procedures.
- Suggest improvements that enhance efficiency and elevate the customer experience.
- (Internal Focus) Manage subscription-related operations for Cummins products.
- (Internal Focus) Coordinate with Product Development, QA, and cross-functional teams on technical cases.
- Track support tickets, maintain SLA compliance, and contribute to performance reporting.
- Guide team members by sharing product knowledge and best practices.
- Analyze customer feedback to identify opportunities for product and service enhancements.
- Stay updated with product features, releases, and support requirements.
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