Credits & Returns Analyst

PACCAR India

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:

• Reviews and validates complex claims and makes claim decisions per departmental procedures and company policies.
• Process Direct Shipment Product (DSP) and PDC and supplier credits.
• Responds to dealer inquiries and communicates division policies and procedural requirements in a professional and timely manner over web and call.
• Process credits and returns as per division policies and procedures effectively communicate exceptions and escalations.
• Process daily and monthly parts returns.
• Communicate and Support Stakeholders (PDCs/Suppliers/Product Marketing) and reviewing backlog
• Participate in special projects and continuous improvement initiatives.
• Comfortable working in shifts to support US business hours

Knowledge & Skills REQUIRED:

• Education Requirements:
• Bachelors degree required
• 1+ years of experience data entry and customer experience/care/service in Automotive / Industrial aftersales domain required
• Knowledge of handling returns and credits
• Strong proficiency in MS Office suite and Data Analysis

• Domain:

  Automotive or Industrial Aftersales or Parts Segment
• Knowledge of customer management tools like Salesforce is an added advantage
• Customer experience (CX) certifications and Related OEM-Specific Trainings would be an added advantage

COMPETENCIES AND BEHAVIORS:

• Able to work independently and make decisions based on policies and procedures
• Excellent verbal and written communication skills
• Able to multi-task, manage changing priorities and meet deadlines
• Ability to handle multiple tasks and produce high volume/high quality output
• Customer-Centric Mindset
• Act with Integrity
• Data-Driven and Solution-Oriented
• Collaborative Temperament
• Ability to work under limited supervision and able to make sound decisions under pressure