Customer Account Parts Support (National Accounts)

Inside The Role

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.

What You Drive At DTNA

• 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.

Knowledge You Should Bring

• 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.

Soft Skills

• Great communication skills
• Go-getter attitude
• Resourceful thinking
• Relationship builder
• Ability to manage high workload with a sense of urgency

Exceptional Candidates Might Have

• Technical aptitude
• Parts and truck knowledge

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)- Fort Mill, SC US. Relocation assistance is not available for this position.

Schedule Type

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.

Additional Information

• This position is not open for Visa sponsorship or to existing Visa holders
• Applicants must be legally authorized to work permanently in the country the position is located in at the time of application
• Final candidate must successfully complete a criminal background check
• Final candidate may be required to successfully complete a pre-employment drug screen
• Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
• EEO - Disabled/Veterans

Daimler Truck North America Commitment

Daimler Truck North America is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.

For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at View phone number on click.appcast.io or toll free View phone number on click.appcast.io. For TTY/TDD enabled call View phone number on click.appcast.io or toll free View phone number on click.appcast.io.