Customer Experience Advocate

Customer Experience Advocate Responsibilities The CXA role is structured across three core work lanes, each critical to delivering a consistent and high‑value customer experience across all markets. Reactive Support & Issue Resolution (50–60%) Ensure timely resolution of customer‑impacting issues by coordinating internal and external stakeholders. Key Responsibilities Serve as escalation point for technical issues and downtime events Coordinate dealer, factory, parts, and internal resources Track, follow up, and close the loop on downed units and repeat issues Support warranty, recall, and campaign‑related activities Document issues, actions taken, and outcomes consistently Relationship & Account Management (25–30%) Act as the trusted point of contact and advocate for assigned customers. Key Responsibilities Maintain regular customer communication (calls, visits, reviews) Manage expectations and cadence between customers, dealers, and internal teams Identify customer priorities and risks Support partner meetings and cross‑functional discussions Strengthen long‑term customer relationships through consistency and responsiveness Proactive Value & Continuous Improvement (10–20%) Move beyond issue resolution to prevent recurrence and drive value. Key Responsibilities Identify trends and repeat failures Deliver or coordinate customer training and education Share actionable insights (efficiency, prevention, optimization) Leverage available data to support customer decision‑making Recommend improvements to processes, support structures, or tools Customer Experience Advocate Requirements Documented customer touchpoints on a recurring basis Closed‑loop follow‑up on escalated issues and downtime events At least one proactive customer value action identified or delivered per month Clear prioritization of active customer needs Accurate and timely documentation of issues, trends, and resolutions Premier Truck Group is an equal opportunity employer. #J-18808-Ljbffr