Credits & Returns Supervisor

Requisition Summary 
Improve the dealer and analyst experience in DCRM with the PACCAR Customer Experience Organization through customer interaction technology, tools and process improvement.  Manage strategic programs, such as PDC/DSP Returns Program, and support the business to achieve goals by providing necessary analysis, documentation, project management and process improvement. 

Job Functions / Responsibilities 

• Returns subject matter expert on Customer Interaction Projects and Tools for Credits and Returns Business Systems as well as managing system and process improvement projects.
• Identify opportunities to improve the Customer Experience programs to grow sales.
• Supervise Analyst claims management and explore areas of opportunities.
• Collaborate with Direct Ship Suppliers and PDCs to improve cycle times.
• Maintain and update part return data and policies.
• Develop sustainable databases and applications with responsibility for management reporting Customer Services to improve dealer service levels including analyzing, recommendations, and implementing solutions.
• Support dealer’s customer service experience by performing analysis to improve dealer's return process and conduct dealer studies (surveys and dealer visits).  
• Act as technology subject matter expert in business analytics, customer interaction systems, department process improvement, requirement definition and project management.    
• Work with all levels of management to prioritize projects, deliver strategic initiatives and improve processes relating to Dealer and Analyst experience with customer service systems, tool and interfaces.
• Researching best industry practices. 
• Other duties as assigned.

Qualifications 

• Bachelors Degree in Business or related field required
• MBA desired
• 3+ years of industry experience as a data or business analyst and at least 1 year of supervisory experience required
• Experience with DCRM desired
• Experience with Snowflake and Tableau
• Six Sigma Experience; Lean belt, Green Belt, or DFSS trained desired
• Advanced PC Skills in Excel and Access
• Strong Project Management, Customer Service, Communication, and Problem-Solving Skills
• Ability to gather and analyze data, identify areas of opportunity and deliver improvements. 
• Ability to communicate in Spanish is a plus.

Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

• 401k with up to a 5% company match
• Fully funded pension plan that provides monthly benefits after retirement
• Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
• Tuition reimbursement for continued education
• Medical, dental, and vision plans for you and your family
• Flexible spending accounts (FSA) and health savings account (HSA)
• Paid short-and long-term disability programs
• Life and accidental death and dismemberment insurance
• EAP services including wellness plans, estate planning, financial counseling and more
• This position is eligible for a holiday gift

Additional Job Board Information

Salary Range:

At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors including your education, training, or experience. The salary range for this position is $84,000 - $118,910 annually. Additionally, this role is eligible for the full range of benefit options listed above.

Additional Information:

• PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
• PACCAR Parts is an E-Verify Employer
• PACCAR has success with diverse teams of employees working together to achieve excellent results. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions and increases employee engagement.

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 19 distribution centers globally that support 2,300 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. 

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!