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
