Order Management Specialist

PACCAR India is seeking an experienced Oder Management Specialist (termed as Dealer Experience Specialist) to ensures seamless support for PACCARs Kenworth and Peterbilt dealer networks by resolving order-related issues and delivering exceptional customer experience spanning various communication channels. The role ensures troubleshooting any order issues and supports a variety of inquiries received via web and phone. These requests are related to order placement, order modification, expediting, shipping, availability and pricing.

PACCAR Parts

PACCAR Parts operates a network of parts distribution centres offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centres operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Key Responsibilities:

• Advise dealers concerning truck parts order - status and changes, shipping information, product availability, product programs, and pricing policies.
• Negotiate vendor availability and lead times based on dealer needs.
• Resolve issues pertaining to shipments, expedition and special-order handling while providing a high level of service.
• Participate in special projects and continuous improvement initiatives.
• Comfortable working in shifts to support U.S. business hours

Knowledge & Skills REQUIRED:

• Education Requirements:
• Bachelors degree is required (Engineering, Business or Related Field)
• 1+ years of previous experience in a fast-paced, Customer Service environment
• Experience in automotive OEM dealership strongly preferred
• Strong technical skills and ability to manoeuvre through multiple programs utilizing dual monitors
• Domain: Experience in Automotive or Industrial Segment
• CRM & Case Management Systems eg: Salesforce, MS Office Suite
• Customer experience (CX) certifications would be an added advantage
• Must be proficient in English communication

COMPETENCIES AND BEHAVIORS:

• Able to work independently and make decisions based on policies and procedures
• Excellent verbal and written communication skills
• Act with integrity
• Solution mindset
• Ability to work closely with others in a team environment
• Relationship building and de-escalation skills
• High attention to details
• Demonstrated ability to follow up on tasks until they are brought to closure