Assistant Customer Center Manager

Requisition Summary

We are seeking an inspiring, energetic leader for our Customer Center department in Renton, Washington.  The Assistant Customer Center Manager will lead a high performing team of supervisors, leads, and specialists to deliver exceptional customer experience.  In this role, you will have responsibility to support strategic initiatives while increasing customer satisfaction, supporting and developing staff, and driving meaningful change.

 

Job Functions / Responsibilities

• Supervise and develop department staff by setting clear goals and challenging staff to achieve those goals.  This includes identifying, tracking, and supervising multiple duties and assignments to ensure standards and goals are met.
• Use creative problem-solving skills in unique and sometimes vague circumstances; resolve complex dealer and fleet requests; think outside the box while working in a fast-paced, time-sensitive environment; and help resolve customer escalations; all while developing and maintaining professional relationships with staff and customers.
• Work with all levels of PACCAR Parts Division Leadership to prioritize projects, deliver strategic initiatives and improve processes.
• Analyze data to identify and recommend opportunities to reduce waste, improve productivity, and the customer experience.  
• Utilize data to identify new training opportunities and define new metrics that capture the customer experience.
• Grow and maintain relationships with PACCAR dealers ensuring ongoing satisfaction and training adoption.
• Manage performance reviews and general supervisory duties.
• Facilitate team building with constructive and positive communication.
• Develop, implement, and keep current all procedures and standards for the team.
• Performs special projects as assigned.

 

Qualifications

Successful candidates will have: 

• Bachelors Degree in Business or related field required; MBA desired.
• 5+ years of experience in PACCAR or equivalent industry experience required.
• 2+ years of experience in a contact center environment is preferred.
• Proven leadership experience to include project management and performance coaching 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.
• Ability to gather and analyze data, identify areas of opportunity and deliver improvements. 
• Salesforce experience preferred.
• Six Sigma process knowledge.
• Advanced knowledge of Microsoft Word, Excel, and PowerPoint.
• Domestic travel up to 3-4 times a year; International travel as needed.

Competencies

• Act with Integrity
• Demonstrate Adaptability
• Drive for Results
• Influence Others
• Lead Innovation and Quality Initiatives
• Manage Execution
• Manage Talent
• Use Sound Judgment / Business Acumen

 

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

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 $96,700 - $136,290 annually. Additionally, this role is eligible for the full range of benefit options listed above.
 

Additional Information:

• PACCAR Parts is an eVerify Employer.
• PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
• 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 divers