**DESCRIPTION** **Job Summary** **HYBRID ROLE** The Customer Support Excellence (CSE) Associate provides multi-channel support (phone, email, chat) to customers including end-users, dealers, and distributors. This role ensures prompt and accurate resolution of customer inquiries related to products and services, contributes to process improvement initiatives, supports technical coordination across cross-functional teams, and helps maintain high service quality and customer satisfaction. The role operates with limited supervision and may serve as a Subject Matter Expert (SME) or team lead on specific processes. **Key Responsibilities** **Customer Support and Communication** + Provide customer assistance via toll-free numbers, emails, chat, and remote monitoring tools (e.g., PCC– Power Command Cloud). + Resolve customer issues, inquiries, and service requests (routine and non-routine) across all Cummins products and services. + Document interactions and resolutions in Cummins systems (e.g., CDOS, Optimus). + Close the communication loop with customers and ensureupdates are logged regularly. **Process and System Management** + Escalate complex issues to internal teams with proper documentation and follow-up. + Maintain dashboards and system reports on daily/weekly/monthly basis. + Update SOPs and documentation for frequently occurring issues. **Coordination and Collaboration** + Interface with Field Service Engineers, Sales, Product Support, and other internal teams for faster resolution. + Provide status updates and feedback to stakeholders and collect customer feedback for continuous improvement. + Assist customers with part identification, order details, warranty, and service support information. **Training, Knowledge Management, and SME Role** + Contribute to internal knowledge base and help onboard/train new team members. + Provide accurate product and service literature, training program details, and support learning initiatives. + Identify trends and gaps to support process enhancements. **RESPONSIBILITIES** **Competencies** + **Customer Focus** – Building strong relationships and delivering customer-centric solutions. + **Communicates Effectively** – Adapting communication styles for different audiences. + **Collaborates** – Working across boundaries to achieve shared goals. + **Action Oriented** – Taking initiative with high energy and urgency. + **Directs Work** – Delegating and removing obstacles to meet objectives. + **Manages Complexity&Conflict**– Solving complex problems while minimizing disruptions. + **Values Differences** – Embracing diversity and different perspectives. **Technical/Functional Competencies** + **Service Information Process** + **Warranty Process Knowledge** + **Service Documentation&Capability Management** **Education, Certifications, and Licensing** + **Required** : + High School Diploma or Secondary Education Completion Certificate. + **Preferred** : + Bachelor’s degree in commerce, Science, Engineering, or Diploma in Engineering. + **Other** : + May require compliance with export controls or licensing regulations depending on location. **QUALIFICATIONS** **Skills and Experience** + 3 to 5 years of customer service/support experience (preferably in a technical/engineering context). + Basic field service knowledge: intermediate understanding of engine products is desirable. + Proficient in multi-channel communication (email, chat, phone). + Strong MS Office and dashboard/reporting tools skills. + Experience working in rotational shifts (Morning: 7 AM to 4 PM; Afternoon: 1 PM to 10 PM). + Experience handling escalation processes and interfacing with multiple stakeholders. **Shift and Work Environment** + This role requires flexibility to work in rotational shifts. + May involve occasional 24x7 support for critical service incidents or dealership assistance. **Additional Notes (For Internal Use)** + This position contributes to the **Customer Support Excellence** team goals. + Responsibilities include RCA participation, Optimus system management, and collaboration on continuous improvement projects. + Candidates must demonstrate ownership of customer queries from initiation to closure. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2415994 **Relocation Package** No