Requisition Summary We are seeking an inspiring and motivated candidate to help maximize Uptime for Kenworth and Peterbilt customers. The Critical Orders Supervisor has ownership of the truck down and expedite process, Direct Ship Program order modification process, provides team oversight with a focus on process improvement, manages key metrics, and maintains support to our dealer network for aftermarket campaigns and recalls. In this role, you will have responsibility for improving delivery performance on critical, time sensitive orders, developing employees, and provide an outstanding experience to both internal and external customers.
Job Functions / Responsibilities Lead and develop the Critical Orders Team to deliver industry leading truck down service. Liaise with dealers and the PPD Sales team to manage the customer experience through the truck down expedite process. Develop alternative sourcing options, such as dealer buy-backs and truck plant buys, to expedite the fulfillment of truck down orders. Identify, track, and manage agent workload to ensure standards and turnaround goals are met. Achieve or exceed department goals, setting clear and measurable expectations for team members. Manage communication for truck down lead time expectations to the dealers through AS400/QuickNet and Total Customer Solutions 365. Maintain and improve communication within the Customer Experience teams and reduce duplication of efforts. Recognize and present recommendations for process improvement. Lead the team to manage and streamline the reporting process as well as report metrics and results to Upper Management. Analyze dealer order data and feedback from multiple sources to identify areas for improvement, concentrating on supplier challenges and part trends. Collaborate with the Materials and Product Marketing teams to improve the Direct Ship Program order modifications process and drive for changes that improve the dealer ordering process. Work closely with the Operations Support and Product Marketing teams to communicate reliable Aftermarket Campaigns & Recalls information to the dealer network and PPD Sales teams. Collaborate with Aftersales teams to develop a streamlined Campaign & Recall dealer experience. Qualifications Bachelor's Degree in Business or related field required; Master's desired Minimum 3 years of related industry work experience Familiarity with Critical Orders processes such as dealer buybacks and supplier management, desired Excellent analytical capabilities and attention to detail with a "big picture" focus Ability to effectively communicate, both written and verbally, at all levels up to and including senior leadership Proven Leadership Skills Solutions oriented with a focus on quality and efficiency Ability to operate successfully in a high-stress high-impact environment Demonstrated ability to drive customer success Six Sigma process knowledge Advanced PC Skills in Excel, PowerPoint, and SmartSheet Experience with Tableau, Salesforce and Snowflake Travel 2-4 times per year 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 $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 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.
