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POST DATE 9/15/2016
END DATE 10/20/2016
JOB DESCRIPTIONPACCAR 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 premium light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates 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!
PACCAR Parts operates a network of parts distribution centers offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centers operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.
PACCAR Parts is a global business with operations in many countries around the world. The ability to communicate in the native language is critical to our success. Do you speak multiple languages? Let us know!
The Customer Service Business Analyst is responsible for improving the customer and agent experience when interactingwith the PACCAR Customer Services Organization through customer interactiontechnology and tools. Support thebusiness to achieve goals and provide Customer Services departments includingCustomer Service, Technical Research, Engine Support, Customer Center, Credit,Returns, and Warranty with necessary analysis, documentation and processimprovement
Business subject matter expert of Customer Interaction Projects and Tools, including Oracle RightNow, ACD, Databases, and Business System managing change control, improvement projects, look and feel, development and administration.
Management reporting for Customer Services to improve dealer service levels including creating, data mining, analyzing, trends, recommendations, and implementing solutions.
Support dealer s customer service experience including the look and feel of interaction tools (SupportLink/Telephony), perform analysis of interaction channels, conduct dealer studies (surveys and dealer visits) and participate in dealer experience projects.
Manage various projects as assigned.
Act as technology subject matter expert in business analytics, 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.
Bachelors Degree in Business or related field, MBA preferred
3 to 5 years of experience in PACCAR or equivalent industry as a data or business analyst. Experience with Oracle RightNow, SQL, ACD, and CRM applications. Six Sigma knowledge.
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.
Advanced knowledge of Microsoft Word, Excel, PowerPoint and Access. Proficient in SQL.
Ability to gather and analyze data, identify areas of opportunity and deliver improvements.
Strong project management skills and demonstrated leadership skills.
If you would like more information about what makes PACCAR an excellent place to work, please visit the PACCAR Career Site.PACCAR is an Equal Opportunity ...