Customer Experience Advocate

Winners Work Here!

Premier Truck Group is dedicated to ONE Network Executing, our mission which focuses on delivering the best employee experience, operational excellence, and exceptional customer service. At PTG, our top priority is to be your employer of choice and to provide a top-tier employee experience, regardless of the location where you work.

Who is Premier Truck Group?

Premier Truck Group is headquartered in Dallas, Texas, with nearly 50 locations throughout the US and Canada, making it the largest Freightliner dealer group in North America.  We offer a premium selection of new Freightliner and Western Star commercial vehicles, a large selection of previously owned commercial trucks, and a full suite of parts, maintenance, and repair services. When you build your career here, you make a commitment to being the very best in the business. We are the pre-eminent group of Freightliner truck dealerships in the nation with serious plans for the future and we want you to be a part of it.

Why Join Our Winning Team?

When you join our team, you’re rewarded with the opportunity to work for an organization that provides opportunities for career growth and advancement, tailored to individual performance, experience and interests, along with a fully comprehensive benefits package including:

Employee Discounts

Medical, Dental, and Vision Insurance

Life Insurance

Employee Assistant Programs

Paid Holidays and Paid Time Off

401k Plan with Employer Match

Training

Work-Life Balance

Here are some quick insights into this opportunity. We would love to discuss it with you in more detail!

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.

1. Reactive Support & Issue Resolution (50–60%)

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

Key Responsibilities

• 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

1. Relationship & Account Management (25–30%)

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

Key Responsibilities

• 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

1. Proactive Value & Continuous Improvement (10–20%)

Move beyond issue resolution to prevent recurrence and drive value.

Key Responsibilities

• 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

Customer Experience Advocate Requirements:

• 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

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Ready to Join?

Apply now to learn more about what Premier Truck Group has to offer!

Premier Truck Group is an equal opportunity employer.