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Customer Service Business Analyst Job

Date: Jan 16, 2023

Location: Renton, WA, US, 98055

Company: PACCAR

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.  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 subject matter expert of Customer Interaction Projects and Tools, including Salesforce, Databases, Dashboards and other Business Systems managing change control, improvement projects, look and feel, development and administration.
  • Reporting for Customer Services to improve dealer service levels.
  • Support dealer’s customer service experience including the look and feel of interaction tools (Salesforce), 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 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
  • 1 to 3 years of experience in PACCAR or equivalent industry as a data or business analyst
  • Experience with Salesforce, Snowflake, Tableau. SQL and Python a plus
  • Demonstrated Six Sigma and Project Management success
  • Advanced PC Skills in Microsoft Office products
  • Strong Customer Service, Communication and Problem-Solving Skills
  • Demonstrated Leadership Skills
     

Additional Job Board Information



PACCAR 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
  • This position may offer relocation assistance benefits


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 $69,800 - $104,300 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 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. 

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!
 


Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Six Sigma, Business Analyst, Supply Chain, Customer Service, Management, Finance, Technology, Operations