Provide parts information support to all company dealers to ensure the highest level of service to clients.
Maximize company CSI, reduce incidents of buy-backs, and resolve dealer parts issues by providing timely and accurate information on the technical application and order status of company parts.
Responsibilities:
Research technical parts problems from dealers to specify correct part numbers for applications.
Coordinate the dissemination of technical information requiring PDC support.
Ascertain availability of parts and provide accurate and reliable estimates of arrival times.
Provide pricing and substitution information on parts and expedite urgent orders.
Determine type of part and correctly process orders according to client needs.
Track progress of parts orders from shipment to delivery.
Contribute, compile, and maintain the departmental database of technical parts, applications, and issues.
Respond to dealer inquiries regarding parts specification and logistical queries via an online CRM Tool/Web Portal and via telephone.
Achieve required performance-based KPIs to ensure departmental goals and SLA are met.
Respond to dealer questions regarding invoicing, pricing, billing, and crediting of parts and parts statements.
Provide information regarding shipping and tracking of domestic and international parts orders.
Manage a personal queue of cases to ensure inquiries are responded to timely.
Escalate dealer issues as needed and follow up to ensure inquiries are properly addressed.
Requirements:
Minimum three years of automotive or logistic work experience.
Proficient knowledge of retail processes and procedures, with emphasis on new and pre-owned sales, accessories service, and parts.
A comprehensive understanding of the workings of a modern automobile and all major components.
Familiarity with automotive parts catalogs.
Strong comfort level utilizing multiple systems to specify and confirm technical and logistical information.
Proficient knowledge of parts and accessories businesses, marketing strategies, and other business practices.
Preferred Skills:
Bachelor's Degree (accredited school) preferred but not required or equivalent work experience.