Specialist – CUMMINS CARE OPERATIONS

Job Summary:
Provide support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums.

Key Responsibilities:
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.

The desired candidate, at E03 position, is expected to perform the role of a Specialist within the Parts Support US L1 Operations team. This position will independently support multiple complex operational activities, including:

- 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

Preferred Attributes

- 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.

Special Requirement

- 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.