Job Description
Let's introduce ourselves
Provide timely and accurate front-line support to Volvo Retailers and internal customers on all non-technical parts-related matters.
What you'll do
• Act as a point of contact for Volvo Retailers and internal stakeholders for all non-technical parts inquiries, owning cases from initial request through final resolution.
• Assist internal stakeholders from Polestar for any inquiries regarding parts issues including, but not limited to: backorder expediting, VOR order placement, order creation and cancellation, system support, ETA validation, and escalation management
• Manage end-to-end resolution of parts issues including, but not limited to: backorder expediting, VOR order placement, order creation and cancellation, system support, ETA validation, and escalation management.
• Interpret, apply, and clearly communicate VCNA parts policies and procedures, ensuring consistent and compliant decision-making.
• Proactively identify systemic parts, vendors, or process issues and initiate corrective and preventive actions to minimize repeat escalations.
• Coordinate across internal teams, distribution centers, vendors, and retailers to ensure timely fulfillment of parts commitments.
• Execute parts, order entry and adjustments outside normal system controls when required to meet critical retailer and customer needs.
• Provide authorized credits for services during out-of-line parts or system conditions including, but not limited to: freight reimbursement and critical order fees in accordance with VCNA policy.
• Serve as the primary escalation owner, ensuring clear communication, documentation, and follow-through on all assigned cases.
• Support returns and discrepancy resolution, including processing discrepancy claims, reviewing supporting documentation/photos, answering retailer inquiries, and enforcing discrepancy policies.
• Act as a backup to the Returns Lead, ensuring continuity of operations and timely resolution of discrepancy-related issues.
• Represent Volvo’s position to retailers on all functional policies, balancing customer satisfaction with operational and financial responsibility.
• Ensure all customer interactions meet department quality standards, professionalism expectations, and service level targets.
• Train, mentor, and support new and existing team members, sharing best practices and reinforcing standardized processes.
• Monitor and communicate trends in workload, retailer concerns, system issues, and performance metrics to department management
• Support potential future VR/VMI initiatives, including retailer assistance, process coordination, and issue resolution
What you'll bring
• Knowledge of the Parts Operations Systems and Processes which is generally acquired through several years of experience in the area
• Some knowledge of the automotive aftersales business
• Utilize a CRT & PC to process, communicate and retrieve relevant information
• Customer focused with strong communication skills both verbal and written
• Strong organizational skills and the ability to manage, follow-up and prioritize numerous issues in a high-volume environment under pressure
Salary Range:
• $58,400 to $87,600
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines