Business Relations Manager

PACCAR•Louisville, KY

69d•Hybrid

About The Position

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.

Requirements

Experience leading and developing customer service teams.
Ability to establish accountability and drive high performance
Strong coaching and mentoring skills.
Expertise in building relationships with customers, dealers, and business partners.
Strong conflict resolution and customer advocacy skills.
Ability to manage complex customer issues effectively.
Proficiency using SAP for customer service, order management, and business operations.
Ability to analyze and resolve system and process-related issues.
Excellent verbal and written communication skills.
Ability to present information effectively to leadership, customers, and cross-functional teams.
Knowledge of Lean Manufacturing and Six Sigma principles.
Experience leading process improvement initiatives.
Ability to manage multiple projects simultaneously.
Experience implementing process and organizational changes.
Strong analytical and decision-making capabilities.
Ability to negotiate solutions and influence stakeholders.
Understanding of manufacturing operations and supply chain processes.
Knowledge of customer service impacts within a production environment.
Advanced Microsoft Office skills.
Strong data analysis and reporting capabilities.
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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.

Benefits

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