Specialist - CUMMINS Care OPERATIONS

Provide support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums. Document customer interactions information within Cummins. Build a professional relationship with customers to increase loyalty in the Cummins products. Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax). Resolve customer issues through a broad understanding of Cummins processes, systems, and practices. Escalate more complex issues providing documentation through process. Support quality improvements and response targets. Participates in continuous improvement activities. Understands contact center policies and procedures.

• Supports management and the team in creating SOPs and developing Lessonly modules.
• Proactively identifies process gaps and drives continuous improvement initiatives to enhance operational efficiency and help to standardize team processes.
• The employee will be expected to handle customer calls for 2-3 hours daily as part of their responsibilities.
• Manages escalations effectively while ensuring adherence to quality standards.
• Demonstrates strong capability in resolving complex issues efficiently and effectively.
• Demonstrates exceptional dexterity in managing multiple customer interactions, systems, and processes simultaneously while maintaining accuracy and service quality.
• Completes other activities (Gathers, compiles, verifies and analyses the information) for senior management upon request and/or as required.
• Generates and maintains knowledge content, delivers training, provides coaching and is considered a Subject Matter Expert
• Perform call/email evaluations or internal audits
• Manage and support multiple channels, including Voice, Email, and Chat.
• The position requires a self-motivated professional with specialized skills who can function effectively as an individual contributor within the Parts Support team. The role demands deep process knowledge and the ability to independently manage operational activities, support team performance, and drive continuous improvement initiatives

• Strong customer-centric mindset.
• Ability to work independently with minimal supervision.
• High attention to detail and process compliance.
• Strong organizational and multitasking skills.
• Passion for technology and digital products.

• Willingness to work in a 24x7 support environment (predominantly during evening or late night hours starting from 4pm onwards IST) , including rotational night shifts, weekends, and holidays as per business requirements.

Competencies:
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
Demonstrated role competence is required. College, university, or equivalent Bachelors degree in relevant discipline is preferred.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Minimal relevant work experience required.