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:
- Drive the design, configuration, and implementation of complex process improvements within Salesforce to address CX challenges and enhance operational efficiency.
- Configure and implement advanced declarative Salesforce solutions, including Flows, automation, custom objects, validation rules, page layouts, and Lightning pages, ensuring adherence to global standards and best practices.
- Lead system testing, UAT coordination, and validation activities, proactively identifying, troubleshooting, and resolving defects or gaps.
- Leverage Salesforce reporting tools (Reports, Dashboards, and CRMA/Einstein Analytics) and external tools (Excel, Power BI, or Tableau) to generate actionable insights and enable data-driven decision-making.
- Familiarity with Salesforce integrations (REST/SOAP APIs, middleware), AppExchange solutions, and process automation tools.
- Support project planning and execution, including effort estimation, tracking timelines, risk identification, and regular stakeholder communication (including offshore-onsite coordination where applicable).
- Mentor and guide junior team members on Salesforce best practices, process optimization, and effective documentation standards.
- Actively participate in continuous improvement initiatives, including Kaizen, Lean practices, and digital transformation efforts to enhance CX performance and business value.
- Collaborate closely with cross-functional teams (Business, IT, Operations, and Global stakeholders) to ensure alignment, timely issue resolution, and successful project deliveries.
- Develop and maintain detailed documentation, including business requirements, functional specifications, SOPs, and release notes, aligned with governance and change management processes.
- Lead end-to-end business process reviews across CX functions, collaborating with stakeholders to analyze, evaluate, and document current-state and future-state processes aligned to business goals.
- Plan and facilitate workshops, stakeholder meetings, and working sessions (including virtual/global teams) to gather requirements and validate proposed solutions
Knowledge & Skills REQUIRED:
- Bachelor’s degree in required
- Master’s degree in a related field is preferred
- Minimum 5+ years of proven experience in configuring Salesforce (Flows, validation rules, reports, dashboards) and driving process improvements.
- Strong experience in data analysis, reporting, and dashboard creation using Salesforce and/or tools like Excel, Power BI, or Tableau.
- Demonstrated ability to work effectively with cross-functional teams, including business, IT, and operations stakeholders.
- Exposure to system integrations, data migration, or data management tools (e.g., Data Loader) preferred.
- Strong communication skills with the ability to translate business requirements into functional solutions
- Domain: Automotive Technical Support, Customer Experience (CX), and Salesforce-driven Process Transformation
- Primary Skill: Salesforce, CRM & Case Management Systems, Salesforce declarative configuration, MS Office Suite, English proficiency
- Mandatory Certifications:
- Salesforce Certified Administrator required.
- Salesforce Certified Agentforce Specialist
- Preferred Certifications:
- Salesforce Certified Business Analyst
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Data Cloud Specialist
COMPETENCIES AND BEHAVIORS:
- Exceptional customer service skills with the ability to identify customer needs and transform them into solutions
- Multitasking in shifting priorities while maintaining output quality
- 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
Job Segment: Data Analyst, Data Conversion, Data Management, Business Analyst, Change Management, Data, Management, Technology
