Customer Account Parts Support (National Accounts)

Daimler Truck North America•Fort Mill, SC

8d•Hybrid

About The Position

Primary responsibilities include providing solutions to fleet customers with truck down situations related to parts, frequent updates, and communication to customers until the part issue is resolved and cross-functional alignment of activities with other functional areas within the Aftermarket to help drive the UpTime revolution by reducing downtime to a minimum due to parts shortage issues. Develops and provides tools, processes that lead to premium support to DTNA's largest national account parts customers. Works with internal and external stakeholders to keep customer vehicles on the road. Supports the National Account Managers whose focus is on growing the parts business and providing solutions. Tracks and reports on all key supply chain metrics including fill rates, alternative parts, dealer inventory, parts technical bulletins, D2D Program and much more. Supports and provides the customer with solutions that keep them purchasing from the DTNA Parts dealer network. Responsible for improving the customer experience with Daimler Trucks North America and enhancing the company’s relationship with customers by providing premium level of customer support for parts-related issues.

Requirements

BS/BA and prefer 2-4 years of relevant experience or 6 years of relevant experience in lieu of degree.
Proficient understanding of aftermarket related business in parts and service.
Customer Service, Sales and/or Service background with excellent communication ability
Proven expertise in Microsoft Office (emphasis on Excel)
Working knowledge of SAP Paragon, Tableau, Smartsheet and Salesforce, and other web-based tools within DTNA.
Great communication skills
Go-getter attitude
Resourceful thinking
Relationship builder
Ability to manage high workload with a sense of urgency

Nice To Haves

Technical aptitude
Parts and truck knowledge

Responsibilities

Develop, manage, and execute customer action plans for purposes of accelerating complex issue resolution.
Use customer case management system to properly document customer issues in Smartsheet.
Analyze customer inquiries, issues, and feedback to identify opportunities to streamline processes and enhance business systems and tools.
Act as the voice of the customer while working with internal departments to develop new aftermarket solutions.
Work with purchasing, material planning, inside sales, marketing, pricing and FleetBoost support teams to ensure timely, high-quality solutions to customer reported parts issues.
Support DTNA field staff by providing frequent communication during the resolution process.
Ensure customers are updated with timely and frequent information about progress towards resolving their issues.
Support cross-functional process improvement efforts and provide feedback to other business partners.
Assist with Direct Ship order support as needed.