Requisition Summary We are seeking an inspiring, energetic leader for our rapidly growing Dealer Experience department in Renton, Washington. The Dealer Experience Supervisor leads a high performing team of leads and specialists to deliver an exceptional experience, increase loyalty, and far exceed industry norms. In this role, you would have responsibility for partnering with the Assistant Dealer Experience Manager in developing and executing strategic initiatives to increase the ease of doing business, improve the dealer experience, and lead the PACCAR Parts Dealer Experience team driving industry leading uptime.
Job Functions / Responsibilities Achieve or exceed department goals, setting clear and challenging expectations for individuals and team. Includes identifying, tracking, and supervising agent workload and desk assignments ensuring standards and goals are met. Assist with internal and external customer escalations to ensure a timely response. Improve processes relating to Dealer and Agent experience with customer service systems, tools, and interfaces. Analyze data to identify and recommend opportunities to reduce waste, improve productivity, and improve the dealer experience customer service. Utilize appropriate Six Sigma tools to identify and enhance TCS365/Salesforce system to improve both dealer and internal user's experience. Utilize data to identify new training opportunities and define new metrics that capture the customer experience. Ensure all procedures and standards are maintained and followed. Manage performance reviews and general supervisory duties. Ensure proper staffing levels utilizing historical and forward based queuing forecasting models. Adjusting agent resources as necessary to ensure optimal performance. Act as liaison between teams within the department to ensure consistency in the customer experience. Perform special projects as assigned. Qualifications Bachelor's Degree in Business or related field required; Master's desired Minimum 3 years of related industry work experience Strong leadership, project management, and performance management skills Exceptional customer service skills with the ability to identify customer needs and transform them into solutions Ability to communicate well, both verbally and written, with various levels of stakeholders within and outside of the organization Ability to gather and analyze data, identify areas of opportunity and deliver improvements Salesforce and AS400 experience, preferred Six Sigma process knowledge Advanced PC skills in Microsoft Word, Excel, and PowerPoint 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 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.
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 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.
