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Customer Center Supervisor Job

Date: Sep 10, 2021

Location: Renton, WA, US, 98055

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

PACCAR Parts operates a network of parts distribution centers offering aftermarket to support Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centers operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Requisition Summary

The PACCAR Customer Center Supervisor is a key role to the success of our customers and maximizing their UPTIME. This high impact, strategic influencer will be responsible for personally building and managing relationships across PPD, Peterbilt, Kenworth, dealers and fleets to drive fleet uptime and deliver a world-class customer experience. The PACCAR Customer Center Supervisor is responsible for driving strategic improvements to reduce service time to repair, increasing number of fleets using the Customer Center, cultivating relationships across PACCAR, dealers and customers and managing a team of high performing agents. This requires creative problem solving skills in unique, fluid circumstances; facilitating service help when trucks are in the shop; resolving complex dealer and fleet requests; thinking outside the box while working in a fast paced, time sensitive environment; and developing and maintaining excellent customer relationships. Join a dynamic team that has a direct impact on customer satisfaction and increased uptime!
 

Job Functions / Responsibilities

  • Assign and prioritize workload based on inbound and outbound call volumes.  Ensuring rapid and accurate responses are provided to ensure our customer’s needs are fulfilled.
  • Mediate and resolve employee relation issues in a timely manner to ensure department productivity and cohesiveness.  Coordinate issue resolution with HR and/or Customer Services Manager as needed.
  • Maintain department knowledge skills for both Salesforce CRM and Truck / Trailer information.  Assist in Salesforce software testing and upgrade implementations.  Keep department current on all PACCAR truck models.  Highlight high frequency maintenance parts with agents.
  • Work with multiple divisions of PACCAR and its dealers to resolve issues and to implement continuous improvement initiatives. 
  • Ensure proper daily and hourly staffing levels utilizing historical and forward based queuing forecasting models.  Utilize PACCAR Workforce Management Tools to implement changes to staffing levels.
  • Assist agents with inbound and outbound calls during times of heaviest volumes to support attainment of department goals while directing and managing the workflow for the agents.
  • Write and deliver monthly agent quality audits, mid-year and annual PAR’s and 90-day new employee reviews.
  • Deliver senior level management presentations including tours of Customer Center.
  • Lead and initiate continuous improvement projects to improve goals/metrics.
  • Assist in the on boarding of new fleet customers to the Customer Center. 

Qualifications

Education Requirements: Bachelor’s degree in business or related field, MBA desired

Professional Experience Requirements: Broad work experience to include leading and developing a high performance work team, demonstrated process improvement focus, aptitude for technology.

Additional Skills and Experience:

  • 3 years truck industry knowledge.
  • Excellent interpersonal skills interacting with employees.
  • Strength in coaching and mentoring employees to attain individual goals.
  • Strong performance skills working in team based environment.
  • Strong attention to processes and ability to identify and implement those opportunities for improvement.
  • Strong MS excel skills.
  • Strong PowerPoint skills for training document purposes. 
  • Strong Customer Service escalation skills to mediate issues with dealers, ISP’s and Customer Center agents.
  • Previous experience with Salesforce based (or similar) Customer Relationship Management applications.
  • Experience with queueing forecast models and how it relates to staffing levels on an hourly and daily basis.

Additional Job Board Information


•  PACCAR Parts is an eVerify Employer.
•  PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
•  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

 


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

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