Credits & Returns Analyst

PACCAR India is looking for an experienced Credits & Returns Analyst who will be responsible for processing dealer claim/credit requests per Division Policies and Department Guidelines.  Credits & Returns Analyst will validate credit requests and work with PACCAR Distribution Centres (PDC), Suppliers, and Internal Departments to ensure claims are processed accurately and timely.

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:

• Reviews and validates complex claims and makes claim decisions per departmental procedures and company policies.


• Process Direct Shipment Product (DSP) and PDC and supplier credits.


• Responds to dealer inquiries and communicates division policies and procedural requirements in a professional and timely manner over web and call.


• Process credits and returns as per division policies and procedures effectively communicate exceptions and escalations.


• Process daily and monthly parts returns.


• Communicate and Support Stakeholders (PDC’s/Suppliers/Product Marketing) and reviewing backlog


• Participate in special projects and continuous improvement initiatives.


• Comfortable working in shifts to support US business hours

Knowledge & Skills REQUIRED:

• Education Requirements:
  
  
  
  • Bachelor’s degree required
  
  
  
  


• 1+ years of experience data entry and customer experience/care/service in Automotive / Industrial aftersales domain required


• Knowledge of handling returns and credits


• Strong proficiency in MS Office suite and Data Analysis


• Domain: Automotive or Industrial Aftersales or Parts Segment


• Knowledge of customer management tools like Salesforce is an added advantage


• Customer experience (CX) certifications and Related OEM-Specific Trainings would be an added advantage

COMPETENCIES AND BEHAVIORS:

• Able to work independently and make decisions based on policies and procedures


• Excellent verbal and written communication skills


• Able to multi-task, manage changing priorities and meet deadlines


• Ability to handle multiple tasks and produce high volume/high quality output


• Customer-Centric Mindset


• Act with Integrity


• Data-Driven and Solution-Oriented


• Collaborative Temperament


• Willingness to work in a fast-paced 24/7 environment and adapt to changing schedules and requirements


• Ability to work under limited supervision and able to make sound decisions under pressure