Parts Helpdesk Representative II

The overall purpose of this job is to provide accurate and timely parts information support to OE dealerships, Region personnel, PDC operations, Port operations and MPA internal departments. Primary responsibility is to effectively handle 80+ incoming phone calls each day while conducting all business communications in a professional, courteous and friendly manner. Key Responsibilities 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%) Key Performance Indicators Primary KPIs include: Call / Email Volume - 80+ Response time - >2 Hrs Same Day Resolution – Avg 1.2 days CSI < 95%; In addition: Will work closely with our dealers, as well as HMA / KMA / HAEA and MPA 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 PDCs. 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 dealers. Work Schedule Travel Requirements Monday through Friday, 8 am – 5 pm. Minimal overnight travel (up to 10%) by land and/or air.