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Posted: Monday, May 8, 2017 10:27 PM


Company Information 13;
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

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Division Information 13;
PACCAR Parts
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.

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Requisition Summary 13;
Improve the customer and agent experience when interacting with the PACCAR Customer Services Organization through customer interaction technology and tools. Support the business to achieve goals and provide Customer Services departments including Customer Service, Technical Research, Engine Support, Customer Center, Credits and Returns, and Warranty with necessary analysis, documentation and process improvement.
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Job Functions / Responsibilities 13;
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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.
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Management reporting for Customer Services to improve dealer service levels including creating, data mining, analyzing, trends, recommendations, and implementing solutions.
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Support dealers 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. and ensp; and ensp; and ensp;
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Act as technology subject matter expert in business analytics, customer interaction systems, department process improvement, requirement definition and project management. and ensp; and ensp; and ensp;
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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.
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Oversee and implement product upgrades, business integration, and researching best industry practices for customer interaction tools.
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Other duties as assigned.

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Qualifications 13;
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Bachelors Degree in Business or related field
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MBA desired
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3 to 5 years of experience in PACCAR or equivalent industry as a data or business analyst
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Experience with Oracle RightNow, SQL and ACD
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Six Sigma Knowledge
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Advanced PC Skills in Excel and Access
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Strong Project, Customer Service, Communication, and Problem:Solving Skills
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Demonstrated Leadership Skills

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Additional Job Board Information 13;
PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.
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Source: https://www.tiptopjob.com/jobs/66182479_job.asp?source=backpage


• Location: Seattle

• Post ID: 46449908 seattle
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