Senior FP&A Analyst
HackerOne
ERP
Job Level
Senior
Tech Stack
ERP
About the role
- Respond to customer inquiries via chat, email, and phone, providing timely and accurate assistance
- Document all customer interactions in appropriate Cummins systems
- Resolve non-routine customer issues using knowledge of Cummins processes, systems, and practices
- Escalate complex issues with proper documentation
- Understand and convey new and existing Cummins processes, systems, and practices
- Generate and maintain knowledge content, deliver training to new hires, and mentor team members
- Act as a Subject Matter Expert or Team Leader for assigned processes or products
- Support improvement projects aimed at enhancing customer experiences and organizational performance
- Provide feedback and insights to internal teams based on customer interactions
- Analyze service metrics, warranty data, and process information to identify opportunities for operational improvement
- Assist with order information including parts availability, pricing, order entry, quotes, order status, invoice, and shipment information
- Communicate across distribution functions to handle customer requests efficiently
- Contribute to team success through knowledge sharing, mentorship, and structured training programs
Requirements
- High school diploma or equivalent required
- Bachelor’s degree in management or related field preferred; MBA is an advantage
- Licensing may be required to comply with export control or sanction regulations
- Significant previous experience in technical support, customer service, or call center operations
- Prior experience in parts support, order management, or multi-channel customer care preferred
- Demonstrated expertise in ERP tools, Microsoft Excel, and Power BI
- Customer-centric approach with strong problem-solving and conflict resolution skills
- Knowledge of industry best practices in customer care and call management
- Strong organizational, time-management, and multitasking capabilities
- Adaptability to work in a fast-paced, dynamic environment
- Excellent verbal and written communication skills
