CX Salesforce Senior Analyst

PACCAR India is seeking an inspiring, energetic candidate for our rapidly growing customer experience department. The CX Senior Salesforce Analyst is a key contributor responsible for driving business process improvements and delivering advanced Salesforce solutions for PACCAR Parts Customer Experience (CX) organization. This role collaborates with stakeholders across divisions to analyze, document, and optimize business processes, and to implement robust Salesforce enhancements. The CX Senior Salesforce Analyst supports the adoption of best practices, champions user-cantered solutions, and ensures alignment with governance and organizational objectives.

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:

• Drive the design, configuration, and implementation of complex process improvements within Salesforce to address CX challenges and enhance operational efficiency.
• Configure and implement advanced declarative Salesforce solutions, including Flows, automation, custom objects, validation rules, page layouts, and Lightning pages, ensuring adherence to global standards and best practices.
• Lead system testing, UAT coordination, and validation activities, proactively identifying, troubleshooting, and resolving defects or gaps.
• Leverage Salesforce reporting tools (Reports, Dashboards, and CRMA/Einstein Analytics) and external tools (Excel, Power BI, or Tableau) to generate actionable insights and enable data-driven decision-making.
• Familiarity with Salesforce integrations (REST/SOAP APIs, middleware), AppExchange solutions, and process automation tools.
• Support project planning and execution, including effort estimation, tracking timelines, risk identification, and regular stakeholder communication (including offshore-onsite coordination where applicable).
• Mentor and guide junior team members on Salesforce best practices, process optimization, and effective documentation standards.
• Actively participate in continuous improvement initiatives, including Kaizen, Lean practices, and digital transformation efforts to enhance CX performance and business value.
• Collaborate closely with cross-functional teams (Business, IT, Operations, and Global stakeholders) to ensure alignment, timely issue resolution, and successful project deliveries.
• Develop and maintain detailed documentation, including business requirements, functional specifications, SOPs, and release notes, aligned with governance and change management processes.
• Lead end-to-end business process reviews across CX functions, collaborating with stakeholders to analyze, evaluate, and document current-state and future-state processes aligned to business goals.
• Plan and facilitate workshops, stakeholder meetings, and working sessions (including virtual/global teams) to gather requirements and validate proposed solutions

Knowledge & Skills REQUIRED:

• Education Requirements:

• • Bachelor’s degree in required
  • Master’s degree in a related field is preferred

• Minimum 5+ years of proven experience in configuring Salesforce (Flows, validation rules, reports, dashboards) and driving process improvements.
• Strong experience in data analysis, reporting, and dashboard creation using Salesforce and/or tools like Excel, Power BI, or Tableau.
• Demonstrated ability to work effectively with cross-functional teams, including business, IT, and operations stakeholders.
• Exposure to system integrations, data migration, or data management tools (e.g., Data Loader) preferred.
• Strong communication skills with the ability to translate business requirements into functional solutions
• Domain: Automotive Technical Support, Customer Experience (CX), and Salesforce-driven Process Transformation
• Primary Skill: Salesforce, CRM & Case Management Systems, Salesforce declarative configuration, MS Office Suite, English proficiency
• Mandatory Certifications:
• Salesforce Certified Administrator required.
• Salesforce Certified Agentforce Specialist
• Preferred Certifications:
• Salesforce Certified Business Analyst
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Data Cloud Specialist

COMPETENCIES AND BEHAVIORS:

• Exceptional customer service skills with the ability to identify customer needs and transform them into solutions
• Multitasking in shifting priorities while maintaining output quality
• Ability to communicate well, both verbally and written, with various levels of stakeholders within and outside of the organization
• Able to work independently and make decisions based on policies and procedures
• Able to multi-task, manage changing priorities and meet deadlines