Analyst - Cummins Care - Level 1

Cummins is aplace big enough to coach and develop a global workforce and create the world'sleading clean, engine technology. We're also small enough for you to find yourfit and personal passion with a team of dependable, innovative thinkers who aredeveloping their careers within a diverse, inclusive, empowering environment.

Learn moreabout this role and how you can begin Working Right.

Our CorporateBusiness Unit delivers reliable, durable, high performing products to ourglobal partners. Working in an innovative space, you'll develop high techsolutions that will fuel your advanced career skill set and empower you to ownyour career. Our integrated businesses demand the talents and creativity ofindividuals with a wide range of skills and experience.

This is anexciting opportunity in Nashville, TN for an Analyst – Cummins Care – Level 1. CumminsUSA is where you can work on industry leading projects.

Your impactwill happen in these and other ways:

* Act as the central point of communication betweenthe customer and Cummins to provide the ultimate customer experience.

* Document intermediately (fully proficient) customerinteractions information within Cummins, strengthening the link between thecustomer and the factory.

* Build a professional relationship with customers toincrease loyalty in the Cummins' products.

* Maintain a high level of professionalism withcomposure and resilience.

* Provide Intermediate direct and prompt assistanceto customers through various media (phone, email, letter, and fax), acting as acustomer advocate.

* Resolve all common customer issues through a broadunderstanding of Cummins processes, systems, and practices at an expanded levelof understanding with limited escalations.

* Demonstrate leadership skills in a cross-functionalorganization, building relationships and managing conflict with customer.

* Manage escalated issues from internally and/or externallyas required providing documentation throughout process.

* Contribute to the development of customer andknowledge database(s) by accurately and consistently recording customer contactinformation and Frequently Asked Questions (FAQ).

* Share information by providing assistance to peerswhile having openness to learning and contributing to the development of apositive work environment within Customer Care.

* Manage the coordination of product informationbetween business units, distributors, end users, etc.

* Support/manage contact center quality improvementsand response targets.

* Participate in Six Sigma as a team member and inputideas into hopper.

* Effective time management skills.

* Ability to be flexible with time constraints andscheduling if applicable

* Partner with internal Customer Care employees,distributors, suppliers, and other business units to maximize service tocustomers.

* Manage assigned accounts/end users/distributors/ inhouse customers aligned with Service Level Agreement that includes but notlimited to daily/weekly/monthly reporting measures, communication with details,follow through with deliverables, etc. with ability to train others.

Skills and Experience Required:


* Intermediate (fully proficient) in the application of customer service knowledge/ skill set in a wide range of work situations.

* Fully proficient in practical experience interacting with customers providing technical direction.

* Ability to interpret troubleshooting trees to provide assistance to customers.

* Ability to manage and train conflict resolution and diffuse situations to provide optimal end results.

* Fully proficient skills in planning/organizing, problem solving, attention to detail, accuracy, and professionalism.

* Able to advise/train others of status at any time throughout the process of customer experience.

* Intermediate skills with computer related programs such as Microsoft Suite (Word, Excel, Power Point, etc.).Able to type 40 WPM.

* Able to perform with no guidance effectively with Telephony System and Telephony Quality Compliance by providing documentation for each contact.

* Ability to analyze and understand Telephony reporting measures.

* Intermediate skill sets of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairie and /or Citrix) and ability to run reporting measures.

* Intermediate (fully proficient) understanding of Cummins products (engines, filtration, power generators, components, marine products, high horsepower products, Dodge applications, etc.) with the ability to train others.

* Intermediate (fully proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users and ability to train others.

* Intermediate understanding of Logistical concepts with the ability to train others.

* Thorough understanding and ability to train on knowledge of Engine Familiarization.

* Thorough understanding schematic/blue prints/wiring diagrams with the ability to train.

* Capable of analyzing data to provide suggestions to reduce variations through implementation of new processes.


* At least 3 years of customer support experience experience.

* Leadership experience desired.

* Technical experience includes diesel or gas technician or service writer.

Required Education, Licenses or Certifications

* HS diploma required.

* Technical associate's degree preferred.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.

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