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Customer Service Business Analyst Job

Date: Jul 21, 2021

Location: Renton, WA, 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

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

The Customer Service Business Analyst is an exciting role contributing to the success of our department supporting UPTIME for our customers.  The position has the opportunity to improve the customer and agent experience when interacting with the PACCAR Customer Services Organization through customer interaction technology and tools.  Candidate will be passionate about their work, self-motivated, detail oriented and have excellent problem solving skills.  Support the business to achieve goals and provide Customer Services departments including Customer Service, Technical Research, Engine Support, Customer Center, Credits & Returns, and Warranty with necessary analysis, documentation and process improvement.
 

Job Functions / Responsibilities

  • Business and Technology subject matter expert of Customer Interaction Projects and Tools, including Salesforce, Telephony Systems, Databases, Dashboards and other Business Systems managing change control, improvement projects, look and feel, development and administration.
  • Management reporting for Customer Services to improve dealer service levels including creating, data mining, analyzing trends, recommendations and implementing solutions.
  • Support dealer’s customer service experience including the look and feel of interaction tools (Salesforce/Telephony System), perform analysis of interaction channels, conduct dealer studies (surveys and dealer visits) and participate in dealer experience projects.
  • 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, including executive and front-line, to prioritize projects, deliver strategic initiatives and improve processes relating to Dealer and Agent experience with customer service systems, tool and interfaces.
  • Coordinates issue resolution with vendors and/or cross-functional teams. Provides timely and thorough communication regarding issue status/resolution with end-users and other key stakeholders.
  • Oversee and implement product upgrades, business integration, and researching best industry practices for customer interaction tools.
  • Other duties as assigned.

Qualifications

  • Bachelor’s Degree in Business or related field; MBA desired
  • 3 to 5 years of business experience as a data or business analyst or Salesforce development
  • Experience with Salesforce, Snowflake, Tableau, SQL, Javascript, APEX, JSON, HTML and Contact Center Telephony Systems.
  • Demonstrated continuous improvement and Project Management success
  • Strong Customer Service, Communication and Problem-Solving Skills

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.

 

 

 

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Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

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