Dealer Experience Specialist (Order Management Specialist)

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