Job Description

PACCAR India is seeking an inspiring, energetic leader for our rapidly growing customer experience department. The Customer Experience Supervisor leads and develops teams across PACCAR Parts, Credits and Returns, Dealer Experience, Technical Research, Vehicle Support Center and Warranty in the Commercial Truck segment. The role ensures accurate and timely support for PACCAR dealerships while driving process improvements, managing initiatives, and delivering exceptional performance.

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:

• Leads, mentors, and develops team members to drive performance and growth.
• Ensure seamless onboarding and training of new team members.
• Conduct regular performance reviews and feedback sessions for employee development and retention.
• Acts as a liaison between teams to ensure consistency in customer experience.
• Removes roadblocks and resolves issues related to products, tools, and documentation in coordination with stakeholders.
• Measures, reports, and improves key performance indicators.
• Plan and coordinate activities, monitor progress and take appropriate actions within own level of authority or escalate to a higher level of authority as required
• Develop and maintain domain expertise, ensure transfer and retention of knowledge and information creating a knowledge repository.
• Project analysis - Provide insights regarding developments in own domain at request or at own initiative by means of periodical and ad hoc reports and/or analyses
• Operational management of the project responsible. Monitoring and approving timesheets for respective teams
• Working with managers for SOW, contracts, time-sheet collations and fulfilling operational requirements with divisions.
• Willing to work in shifts to support US business hours

Knowledge & Skills REQUIRED:

• Education Requirements:
  • Bachelor’s Degree in Business or related field required; Master's desired
• Minimum 5+ years of related industry work experience, with 3+ yrs of supervisory experience preferred
• Domain: Customer Experience & Aftermarket Support in the Commercial Truck Industry
• CRM & Case Management Systems e.g.: Salesforce, Parts & Warranty Process Knowledge, Warranty Management, Returns Management, Technical Support and Research, Team Supervision and Performance, English proficiency

COMPETENCIES AND BEHAVIORS:

• 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
• Able to work independently and make decisions based on policies and procedures
• Able to multi-task, manage changing priorities and meet deadlines