Job Description

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

Dynacraft, a PACCAR Company, is headquartered in McKinney, TX. a suburb of Dallas. Dynacraft is a diversified global manufacturer of PACCAR medium- and heavy-duty truck parts sold under Kenworth, Peterbilt, and DAF nameplates. For fifty years Dynacraft has provided the company’s truck divisions and PACCAR Parts division with high quality components, subassemblies, and specialized services. Dynacraft has production facilities in Algona, WA, Louisville, KY, and McKinney, TX.

Requisition Summary

The Business Relations Manager is responsible for leading Dynacraft's Customer Service organization, including Order Administration and Customer Service Representatives located in McKinney, Texas and Louisville, Kentucky. This role serves as the primary advocate for both internal PACCAR customers and external customers by driving sustained improvements in customer experience, service quality, and operational effectiveness.

The position oversees customer order management, complaint resolution, credits, debits, returns processing, pricing discrepancies, order troubleshooting, and customer relationship management. The Business Relations Manager works cross-functionally with Plant Leadership, Engineering, Materials, Business Development, and Traffic departments to support new product launches, business initiatives, and continuous improvement efforts. The successful candidate will promote customer-focused solutions, operational excellence, and organizational improvement while developing high-performing teams. This position can be located in either McKinney, TX or Louisville, KY.

Job Responsibilities

Leadership & Team Development

• Lead, coach, and develop Customer Service and Order Administration teams across multiple locations.
• Establish clear performance expectations, goals, and accountability measures.
• Foster a positive, collaborative, and customer-focused work environment.
• Facilitate team-building initiatives and promote constructive communication.

Customer Relationship Management

• Build and maintain strong relationships with PACCAR plants, dealers, and external customers.
• Serve as the primary customer advocate within the organization.
• Ensure timely resolution of customer concerns, complaints, and service issues.
• Support customer visits and maintain high levels of customer satisfaction.

Order Management & Customer Support

• Oversee customer order administration processes.
• Manage credits, debits, returns, and pricing-related concerns.
• Resolve customer order issues, including missing orders and order balancing challenges.
• Ensure customer service processes meet business and customer requirements.

Operational Excellence & Continuous Improvement

• Identify and implement process improvements that enhance customer satisfaction and operational efficiency.
• Lead projects involving systems improvements and customer service enhancements.
• Champion continuous improvement initiatives using Lean and Six Sigma methodologies.
• Support and encourage Six Sigma Belt participation and project success.

Cross-Functional Collaboration

• Collaborate with Plant Leadership, Engineering, Business Development, Materials, and Traffic departments.
• Act as a liaison for customer-related issues and business initiatives.
• Support new product launches and implementation of organizational changes.
• Facilitate communication between customers and internal stakeholders.

Strategic Initiatives

• Drive long-term operational improvements to strengthen customer experience.
• Support organizational change management initiatives.
• Evaluate business processes and recommend strategic enhancements.
• Monitor customer trends and identify opportunities for service improvements.

Required Skills

Leadership & Team Development

• Experience leading and developing customer service teams.
• Ability to establish accountability and drive high performance
• Strong coaching and mentoring skills.

Customer Relationship Management

• Expertise in building relationships with customers, dealers, and business partners.
• Strong conflict resolution and customer advocacy skills.
• Ability to manage complex customer issues effectively.

SAP & Business Systems

• Proficiency using SAP for customer service, order management, and business operations.
• Ability to analyze and resolve system and process-related issues.

Communication & Presentation Skills

• Excellent verbal and written communication skills.
• Ability to present information effectively to leadership, customers, and cross-functional teams.

Continuous Improvement

• Knowledge of Lean Manufacturing and Six Sigma principles.
• Experience leading process improvement initiatives.

Project & Change Management

• Ability to manage multiple projects simultaneously.
• Experience implementing process and organizational changes.

Negotiation & Problem Solving

• Strong analytical and decision-making capabilities.
• Ability to negotiate solutions and influence stakeholders.

Manufacturing Knowledge

• Understanding of manufacturing operations and supply chain processes.
• Knowledge of customer service impacts within a production environment.

Technical Skills

• Advanced Microsoft Office skills.
• Strong data analysis and reporting capabilities.

Education & Experience

Required

• Bachelor's Degree in Engineering, Business Administration, Supply Chain Management, Operations Management, or a related field.
• Minimum of eight (8) years of customer relations experience.
• Minimum of three (3) years of leadership or management experience.
• SAP experience.

Preferred

• Master's Degree in Business, Engineering, Operations, or related field.
• Six Sigma Green Belt, Black Belt, or equivalent continuous improvement training.
• Manufacturing or production industry experience.

Physical Requirements

• Ability to sit, stand, and walk for extended periods.
• Ability to use a computer and standard office equipment regularly.
• Ability to communicate effectively in person, virtually, and by telephone.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to travel up to 25% of the time.
• Ability to visit manufacturing and warehouse environments while following all required safety procedures.
• Ability to move throughout office, production, and customer facilities as needed.

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

• Competitive salary and 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, 12 paid holidays, and sick leave
• 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 program
• Life and accidental death and dismemberment insurance
• EAP services including wellness plans, estate planning, financial counseling and more
• Global Fortune 500 company with a wide array of growth and development opportunities
• Work alongside experienced goal-oriented colleagues recognized as experts in their field

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. Additionally, this role is eligible for a full range of benefit options listed above.