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.

Ensure timely resolution of customer‑impacting issues by coordinating internal and external stakeholders.

• 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

Act as the trusted point of contact and advocate for assigned customers.

• 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

Move beyond issue resolution to prevent recurrence and drive value.

• 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

• 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.