Job Description

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services -- you can develop the career you desire with PACCAR. Get started!

Division Information

PACCAR Parts is the global provider of aftermarket parts and services to support Kenworth, Peterbilt, DAF and TRP dealers around the world. This includes 18 distribution centers globally that support 2,200 dealerships and over 1,000,000 customers. Aftermarket support includes world class customer centers that deliver industry leading uptime in conjunction with our outstanding supply chain that delivers record levels of inventory availability for dealers and customers.

Requisition Summary

We are seeking an inspiring, energetic leader for our rapidly growing Customer Service center in Renton, Washington. The Customer Service Supervisor leads a team of customer service agents to deliver exceptional service, increase loyalty, and far exceed industry norms. In this role, you would have responsiblity for developing and executing strategic initatives to improve ease of doing business, increase supplier delivery performance on critical, time sensative orders and help manage the PACCAR Parts Customer Service team driving industry leading uptime.

Job Functions / Responsibilities

* Develop department staff and supervise to achieve department goals, setting clear and challenging expectations for individuals and team. This includes Identifying, tracking and supervising agent workload and desk assignments ensuring standards and turnaround goals are met.

Work with all levels of management to prioritize projects, deliver strategic initiatives and improve processes relating to Dealer and Agent experience with customer service systems, tool and interfaces.

Analyze data from dealer contacts and SupportNet identifying areas for improvement, concentrating on supplier issues and obstacles as well as improving the dealer experience.

Develop and maintain relationships with PACCAR dealers ensuring ongoing satisfaction.

Manage Performance reviews, department budget and general supervisory duties.

Facilitate team building with constructive and positive communication.

Develop, implement and keep current all procedures and standards for processing customer service related activities.

Qualifications

Successful candidates will have:

* Exceptional customer service skills with the ability to indentify customer needs and transform them into solutions.
* Ability to communicate well, both verbally and written, with various levels of stakeholders within and outside of the organization.
* Strong leadership, project management, and performance management skills.
* Advanced knowledge of Microsoft Word, Excel, PowerPoint and Access.
* Ability to gather and analyze data, identify areas of opportunty and deliver improvements.
* Bachelors Degree in Business or related field required; MBA desired.
* 2 to 5 years experience in PACCAR or equivalent industry company required.
* 3 to 4 years of supervisor/manager experience.
* Six Sigma process knowledge.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.