Business Relations Manager

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of high-quality light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates.

PACCAR designs and manufactures advanced diesel engines and also provides customized financial services, information technology and truck parts related to its principal business.

Dynacraft, a PACCAR Company, is headquartered in McKinney, TX. a suburb of Dallas. Dynacraft is a diversified global manufacturer of PACCAR medium- and heavy-duty truck parts sold under Kenworth, Peterbilt, and DAF nameplates. For fifty years Dynacraft has provided the company’s truck divisions and PACCAR Parts division with high quality components, subassemblies, and specialized services. Dynacraft has production facilities in Algona, WA, Louisville, KY, and McKinney, TX.

The Business Relations Manager is responsible for leading Dynacraft's Customer Service organization, including Order Administration and Customer Service Representatives located in McKinney, Texas and Louisville, Kentucky. This role serves as the primary advocate for both internal PACCAR customers and external customers by driving sustained improvements in customer experience, service quality, and operational effectiveness.

The position oversees customer order management, complaint resolution, credits, debits, returns processing, pricing discrepancies, order troubleshooting, and customer relationship management. The Business Relations Manager works cross-functionally with Plant Leadership, Engineering, Materials, Business Development, and Traffic departments to support new product launches, business initiatives, and continuous improvement efforts. The successful candidate will promote customer-focused solutions, operational excellence, and organizational improvement while developing high-performing teams.

This position can be located in either McKinney, TX or Louisville, KY.

• Lead, coach, and develop Customer Service and Order Administration teams across multiple locations.
• Establish clear performance expectations, goals, and accountability measures.
• Foster a positive, collaborative, and customer-focused work environment.
• Facilitate team-building initiatives and promote constructive communication.

• Build and maintain strong relationships with PACCAR plants, dealers, and external customers.
• Serve as the primary customer advocate within the organization.
• Ensure timely resolution of customer concerns, complaints, and service issues.
• Support customer visits and maintain high levels of customer satisfaction.

• Oversee customer order administration processes.
• Manage credits, debits, returns, and pricing-related concerns.
• Resolve customer order issues, including missing orders and order balancing challenges.
• Ensure customer service processes meet business and customer requirements.

• Identify and implement process improvements that enhance customer satisfaction and operational efficiency.
• Lead projects involving systems improvements and customer service enhancements.
• Champion continuous improvement initiatives using Lean and Six Sigma methodologies.
• Support and encourage Six Sigma Belt participation and project success.

• Collaborate with Plant Leadership, Engineering, Business Development, Materials, and Traffic departments.
• Act as a liaison for customer-related issues and business initiatives.
• Support new product launches and implementation of organizational changes.
• Facilitate communication between customers and internal stakeholders.

• Drive long-term operational improvements to strengthen customer experience.
• Support organizational change management initiatives.
• Evaluate business processes and recommend strategic enhancements.
• Monitor customer trends and identify opportunities for service improvements.

• Experience leading and developing customer service teams.
• Ability to establish accountability and drive high performance
• Strong coaching and mentoring skills.