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Job Description
JOB PURPOSE The overall purpose of this job is to provide excellent customer service by reviewing requests from our customers and delivering Teir I level recommendations that lead to successful resolution for each incident. The primary responsibilities are to provide support to the Parts Helpdesk Agents and help relieve targeted bottlenecks that include: Back-Order and ETA Resolution Aged Case Resolution and Cases that are reopened by dealers multiple times Help Support in the equipping and training of the Parts Help Desk Agents to be more efficient and be able to give the brands, regions, dealers and internal Mobis departments a Top Tier Customer Service experience. Create New Processes and Improvements of ongoing procedures to make the Dealer Support Experience more efficient and effective and to reduce Parts issues overall and resolve cases in a timelier manner. KEY ACCOUNTABILITIES Work in Collaboration with the following groups to build relationships to help assist in resolving aged cases. MPA PBDM’s, HMA DPSM’s, Kia RPSM’s, Genesis Marketing Managers, Tech Line, FSE (Field Service Engineers), Campaign team, Mobis Internal departments and not to forget our end users being the most important of all our dealers Provide accurate and timely parts information support to PHD Agents, dealerships, regions, ports, and PDC’s with regards to parts issue resolutions due to Backorders, Long Lead ETA’s and Parts Stock Inspections. (40%) Assist and resolve consumer affairs expedited issues urgent dealer backorder situations to prevent vehicle buybacks and / or reduce customer dissatisfaction. (40%) Assist agents and resolve escalated cases from internal contacts as well as multiple reopened cases from dealers. (15%) Perform ancillary duties as requested by management. (5%) KEY PERFORMANCE INDICATORS Report and track on dealer Backorder Cases Report and track on Dealer ETA requests Inform and resolve dealers on escalated cases Inquire and report on Quality issues to update dealers with timely status In addition: Will work closely with our dealers, as well as HMA / GMA / KMA / HAEA and MPA teams to ensure our dealer’s desired expectations are met in regards to correct aged open case resolution of ETA’s and repeat stock issues resolved in a timely manner. Promote clear, professional, courteous, and friendly communication to all Dealer Support customers both internal and external Provide parts technical assistance to Quality team and PDC’s in order to properly identify miss-packaged parts, quality issues and repeat issues. Assist PHD Agent and dealership personnel on all parts related issues. Provide escalated assistance to dealers and Field Staff as needed. WORK SCHEDULE/TRAVEL Monday – Friday / 8:00 am – 5:00 pm 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. Parts Helpdesk Representative III will support the Part Information Analyst in researching, discovering, and communicating corrections to Part Information issues regarding stock. Support and investigation will be performed in many ways; review current and past parts catalog information, send Technical inquires to Korea, review parts tech database, be familiar with all Brands Technical Service bulletins and Parts bulletins being able to read and advise PHD agents as needed, physical inspection of like vehicles, physical inspection of PDC inventory, and communication with QA / Service department. Employee is expected to resolve dealership parts issues through fair and reasonable decision that have little or no financial impact to MPA or dealers. Reasonable decisions must be made in accordance with established parts policies and procedures.