Job Description

PACCAR India

is seeking an experienced

Dealer Experience Specialist

to ensures seamless support for PACCAR's Kenworth and Peterbilt dealer networks by resolving order-related issues and delivering exceptional customer experience spanning various communication channels. The role ensures troubleshooting any order issues and supports a variety of inquiries received via web and phone. These requests are related to order placement, order modification, expediting, shipping, availability and pricing.

PACCAR Parts

PACCAR Parts operates a network of parts distribution centres offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centres operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Key Responsibilities:

Advise dealers concerning truck parts order - status and changes, shipping information, product availability, product programs, and pricing policies. Negotiate vendor availability and lead times based on dealer needs. Resolve issues pertaining to shipments, expedition and special-order handling while providing a high level of service. Participate in special projects and continuous improvement initiatives. Comfortable working in shifts to support U.S. business hours

Knowledge & Skills REQUIRED:

Education Requirements: + Bachelor's degree is required (Engineering, Business or Related Field)
1+ years of previous experience in a fast-paced, Customer Service environment Experience in automotive OEM dealership strongly preferred Strong technical skills and ability to manoeuvre through multiple programs utilizing dual monitors

Domain:

Experience in Automotive or Industrial Segment CRM & Case Management Systems eg: Salesforce, MS Office Suite Customer experience (CX) certifications would be an added advantage Must be proficient in English communication

COMPETENCIES AND BEHAVIORS:

Able to work independently and make decisions based on policies and procedures Excellent verbal and written communication skills Act with integrity Solution mindset Ability to work closely with others in a team environment Relationship building and de-escalation skills High attention to details * Demonstrated ability to follow up on tasks until they are brought to closure