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The Customer Service Agent / VOR specialist is responsible for the successful resolution of dealer issues, making appropriate decisions to ensure customer satisfaction regarding order systems, delivery processes, and procedures. You actively seek optimal solutions through close collaboration with various departments within DAF and represent the voice of the customer within the organization.

In addition, as the VOR (Vehicle Off Road) Specialist you are focusing on supporting dealers as quickly as possible in truck breakdown situations. Within Customer Service, VOR cases have the highest priority, ensuring dealers are immediately supported to minimize downtime and get the truck back on the road as fast as possible.

As a Customer Service Agent:

• Serve as the first line of contact for parts queries and information requests from DAF dealers.
• Manage dealer exceptions and drive them to a successful resolution.
• Collaborate promptly with other PACCAR Parts departments—particularly Materials, Warehouse (PDC), Forwarders, and Parts Sales/Marketing—to address and resolve dealer and customer requests.
• Provide availability information and expedite backorders to minimize delays.
• Coordinate special deliveries to dealers for urgent requests.
• Resolve shipment, returns, and invoice inquiries efficiently.
• Respond to dealer questions promptly through the CRM system.

• Own and coordinate end-to-end VOR cases (from dealer request to confirmed delivery) to minimize truck downtime.
• Secure the fastest parts solution by checking availability across PDCs and arranging allocation/escalations where required.
• Use your knowledge of trucks and truck parts to identify and validate alternative parts or technical solutions (when a specific part is not in stock)
• Arrange and monitor urgent transport and proactively manage exceptions to meet VOR lead times.
• Drive continuous improvement by analyzing VOR root causes and proposing process enhancements across departments.