- Assign and prioritize workload based on call volumes to ensure prompt responses to customer needs.
- Mediate and resolve employee relation issues efficiently to maintain department productivity.
- Maintain department knowledge for Salesforce CRM and Truck / Trailer information.
- Collaborate with PACCAR divisions and dealers to resolve issues and drive continuous improvement.
- Optimize staffing levels based on queuing forecasts to support department goals.
- Assist agents during peak call volumes and manage workflow.
- Conduct quality audits, performance reviews, and deliver management presentations.
- Lead continuous improvement projects and onboard new fleet customers.
- Bachelor's degree in a related field required.
- 2+ years of professional experience with high-performance team leadership.
- Strong Customer Service escalation skills.
- Experience in truck industry highly desired.
- Excellent interpersonal, coaching, and mentoring skills.
- Proficiency in MS Excel and PowerPoint.
- Experience with Salesforce or similar CRM applications.
- 401k with up to a 5% company match.
- Fully funded pension plan, paid time off, tuition reimbursement, and more.
- Salary Range: $75,100 - $103,730 annually.
- PACCAR is an Equal Opportunity Employer.
- PACCAR Parts is an E-Verify Employer.
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Customer Center Supervisor - Lewisville, United States - PACCAR
Description
Requisition Summary
The PACCAR Customer Center Supervisor plays a crucial role in ensuring customer satisfaction and maximizing fleet uptime. This strategic position involves building and managing relationships across PPD, Peterbilt, Kenworth, dealers, and fleets to enhance fleet uptime and deliver top-notch customer experience. The Customer Center Supervisor drives improvements to reduce service time, increases fleet engagement, fosters relationships across PACCAR entities, dealers, and customers, and leads a team of high-performing agents with exceptional problem-solving skills in fast-paced scenarios. The role also involves maintaining excellent customer relationships.
Join a dynamic team that directly impacts customer satisfaction and uptime.
Job Functions / Responsibilities
Qualifications
Additional Job Board Information
PACCAR Benefits:
Additional Information:
Division Information
PACCAR Parts is the leading provider of aftermarket parts and services globally for Kenworth, Peterbilt, DAF, and TRP dealers. With 19 distribution centers supporting over 2,300 dealerships and 1,000,000 customers, PACCAR Parts ensures top-notch aftermarket support for customer satisfaction.
Company Information
PACCAR, a Fortune 500 company since 1905, is a global leader in commercial vehicles with renowned brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR excels in manufacturing high-quality trucks, diesel engines, financial services, and more, offering diverse career opportunities.
