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:
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Advise dealers concerning truck parts order - status and changes, shipping information, product availability, product programs, and pricing policies.
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Negotiate vendor availability and lead times based on dealer needs.
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Resolve issues pertaining to shipments, expedition and special-order handling while providing a high level of service.
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Participate in special projects and continuous improvement initiatives.
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Comfortable working in shifts to support U.S. business hours
Knowledge & Skills REQUIRED:
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Education Requirements:
- Bachelor’s degree is required (Engineering, Business or Related Field)
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1+ years of previous experience in a fast-paced, Customer Service environment
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Experience in automotive OEM dealership strongly preferred
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Strong technical skills and ability to manoeuvre through multiple programs utilizing dual monitors
- Domain: Experience in Automotive or Industrial Segment
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CRM & Case Management Systems eg: Salesforce, MS Office Suite
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Customer experience (CX) certifications would be an added advantage
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Must be proficient in English communication
COMPETENCIES AND BEHAVIORS:
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Able to work independently and make decisions based on policies and procedures
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Excellent verbal and written communication skills
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Act with integrity
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Solution mindset
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Ability to work closely with others in a team environment
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Relationship building and de-escalation skills
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High attention to details
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Demonstrated ability to follow up on tasks until they are brought to closure
