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