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Customer Service Manager Job

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Date: Oct 27, 2017

Location: Plano, TX, US

Company: PACCAR

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

Dynacraft, a PACCAR Company, is headquartered in Algona, WA. Dynacraft performs assembly, light manufacturing and distribution for PACCAR truck plants and the aftermarket. For more than forty years, Dynacraft has provided high quality components, subassemblies and specialized services. Dynacraft’s manufacturing facilities are located in Algona, WA, Louisville, KY, and  Plano, TX.

Requisition Summary

The Customer Relationship Supervisor is responsible for managing the Dynacraft Customer Service department including order administration and customer service representatives in Algona, WA and Louisville, KY. This position will be located in Plano, TX. The Customer Service department is responsible for advocating for internal PACCAR and external customers to drive sustained improvements within the Dynacraft organization. This includes communicating customer-requested improvements, coordinating complaint resolution, customer order management, credits/debits/returns, troubleshooting (locating missing orders, pricing errors, balancing order levels), and customer visits. The successful candidate will drive the Dynacraft organization toward sustained operational improvements to improve the customer experience.

Job Functions / Responsibilities

  • Develop department staff and manage to achieve department goals, setting clear and challenging expectations for individuals and teams
  • Develop and maintain relationships with PACCAR plants and dealers ensuring ongoing satisfaction
  • Recommend changes and enhancements to processes that will continue to meet and exceed customer expectations
  • Manage internal projects related to systems and process improvements that impact our customers
  • Act as liaison with the Plant leadership team, Engineering, Business Development, Materials and Traffic/Brokerage on new product roll outs and ongoing business initiatives
  • Facilitate team building with constructive and positive communication
  • Create an atmosphere of continuous improvement by championing department Six Sigma and actively supporting belts.

Qualifications & Skills

  • 5 years customer service experience and at least 3 years in a management position required
  • Outstanding communication skills
  • Previous production experience preferred
  • Six Sigma training and experience desired
  • Experience building and developing effective teams
  • Excellent presentation skills
  • Change management experience
  • Negotiation experience
  • Strong PC skills
  • SAP experience desired.

Education

Bachelor’s Degree in Business or related field required.

Additional Job Board Information

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


Nearest Major Market: Plano
Nearest Secondary Market: Dallas

Job Segment: Service Manager, Engineer, ERP, Business Development, Customer Service, Engineering, Technology, Sales

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