Internship: Customer Service Quality Metrics

Functiebeschrijving

In today's competitive environment, maintaining high-quality customer service is paramount. The PPE Customer Service department is seeking to gain insights into the quality of customer service through effective metrics and analysis. As an intern, you will focus on developing and analyzing case quality measures that help assess and improve the customer service experience. Your research will provide actionable insights to enhance service quality and customer satisfaction.

You will be responsible for:

• Conducting research on customer service quality metrics and best practices in measuring and maintaining high levels of service quality;
• Analyzing and interpreting data related to customer service performance, identifying trends and areas for improvement;
• Developing and implementing quality measurement frameworks to evaluate the effectiveness of customer service interactions;
• Monitoring customer feedback, inquiries, and complaints, providing strategic recommendations to address quality concerns;
• Collaborating with the customer service team to create actionable plans based on data insights to enhance service quality and customer experience.

Jouw profiel

For this rol we are looking for someone with the following qualifications:

• Currently enrolled in a Master's program in Business Administration, Management, Statistics, Economics, Automotive, Logistics, or a related field;
• Excellent English verbal and written communication skills;
• Strong analytical skills and a keen eye for detail;
• Ability to work independently and collaboratively with others;
• Familiar with data analysis tools and methodologies.

Afdeling

PACCAR Parts is a global leader in the distribution, sales, and marketing of aftermarket parts for heavy and medium-duty trucks, trailers, buses, and engines. Featuring state-of-the-art distribution processes, award-winning sales and marketing programs and industry-leading quality management. PACCAR Parts Europe (PPE) collaborates with 1,000 DAF dealers, TRP stores, and customers worldwide to enhance the aftermarket business.

The Customer Service department at PACCAR Parts Europe is logistically focused and is responsible for managing incoming quotation requests, orders, return requests, and complaints. As the primary contact for national organizations, importers, and dealers globally, the department collaborates closely with Stock Control & Supply, distribution centers, ITS, and Marketing & Sales.

Wij bieden

• A view behind the scenes at a large international corporation;
• You will get a lot of freedom and responsibility. We are open to your initiatives and depending on the assignment you see your results back in the workplace;
• An experienced coach and supervisor who can teach you a lot and is willing to help you with your assignment;
• After your graduation, you will have the opportunity to start your career at DAF;
• An internship wage of € 375,- (HBO) and € 450,- WO per month on full-time base
• A travel allowance, if you don’t have a student travel product (provided by the Dutch government);
• A housing allowance, if you temporarily rent a room near DAF.