Specialist - CUMMINS Care OPERATIONS

Cummins; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

Cummins in Pune, India seeks a Specialist in the Parts Support US L1 Operations team. The role focuses on supporting end-users, distributors, and dealers, handling calls and emails, and ensuring quality through process improvements.

The incumbent will document interactions, develop SOPs, and deliver training while managing multiple channels and maintaining service standards in a 24x7 environment.

Qualifications

• Bachelor's degree preferred; relevant experience valued.
• Experience with customer support processes is desirable.
• Familiarity with documentation and SOP development is a plus.

Responsibilities

• Provide support to customers via multiple channels (phone, email, chat) and document interactions.
• Build professional relationships to increase loyalty to Cummins products.
• Respond promptly using Siebel and other media; escalate complex issues with proper documentation.
• Resolve issues by applying knowledge of Cummins processes, systems, and practices.
• Support quality improvements and meet response targets; participate in continuous improvement.
• Understand contact center policies and participate in SOP development and Lessonly training content.
• Handle customer calls for 2–3 hours daily; manage escalations effectively while maintaining quality.
• Contribute to knowledge content, training, and coaching as a Subject Matter Expert.

Skills

Customer service

Effective communication

Process improvement

Documentation SOPs

Education

Bachelor's degree in relevant discipline

Tools

Siebel

Job description

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.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change.