Sr. Analyst - Cummins CARE Operations

Description

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.

Responsibilities

Competencies

Education, Licensing & Certifications

Required

Preferred (Internal & External Consideration)

Qualifications

Skills & Experience

Preferred Attributes

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2421112

Relocation Package Yes

Skills Required

Power Bi, Microsoft Excel