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Specialist, Dealer Support

Company: Advantage Resourcing
Location: Fountain Valley
Posted on: January 15, 2022

Job Description:

If you have a passion for the Automotive Industry and exceptional Customer Service skills we have the job for you! A Major OEM is hiring a Specialist who will have the key function of providing parts and ordering support to dealerships, ports and -regions. If you have the time-management and attention to detail skills needed to be successful in this role, apply today!Key Accountabilities:

  • Provide accurate and timely parts information support to dealerships, regions, ports, and PDC's via the toll-free Parts Hotline phone number. (50%)
  • Assist and resolve urgent customer / dealer backorder situations in order to prevent vehicle buybacks and / or reduce customer dissatisfaction. (30%)
  • Assist and resolve dealer issues pertaining to parts and ordering and parts returns. (10%)
  • Perform ancillary duties as requested by management. (10%)Primary Key Performance Indicators:
    • Call / Email Volume - 80+
    • Response time - > 2 Hrs
    • Same Day Resolution - Avg 1.2 days
    • CSI In addition:
      • Will work closely with our dealers, as well as multiple OEM teams to ensure our dealer's desired expectations are met.
      • Answer all dealer phone calls with a professional, courteous, and friendly manner
      • Receive and respond to requested information on parts and order processing questions from OE Dealership, Regions, Ports, and PDC's
      • Coordinate special order requests
      • Provide parts technical assistance to PDC's in order to properly identify miss-packaged parts
      • Assist dealership personnel with parts catalog
      • Review, assist and resolve urgent back order issues by evaluating alternative options to repairing the customer's vehicle.
      • Communicate with PDC's on parts packaging problems and damaged part shipments to dealersAdditional Information:
        • Minimal overnight travel (up to 10%) by land and/or air.Major Challenges and Key Decisions:
          • Employee is excepted to maintain a pro-active vision towards the department objectives of accurate and timely parts information by reviewing all catalog data frequently, familiarizing themselves with parts bulletin information, reviewing product specification, and communication with staff members to improve parts information and / or other parts related process.
          • Dealer Support Specialist will support the Part Information Analyst in researching, discovering, and communicating corrections to Part Information issues. Support and investigation will be perform in many ways; review current and past parts catalog information, review parts tech database, physical inspection of like vehicles, physical inspection of PDC inventory, and communication with QA / Service department.
          • Employee is expected to resolve dealership issues through fair and reasonable decision that have little or no financial impact to OEM or dealers. Reasonable decisions must be made in accordance with established parts policies and procedures.Education:
            • High School Diploma Required
            • Bachelors PreferredExperience Required:
              • 2-4 years Required
              • AS400 Experience a plus
              • Parts operations or wholesale distribution experience is preferred
              • Strong customer service experience needed About Advantage Resourcing Advantage Resourcing is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Advantage Resourcing is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment. All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations.

Keywords: Advantage Resourcing, Fountain Valley , Specialist, Dealer Support, Other , Fountain Valley, California

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