Automotive Parts Specialist

TTEC•Dearborn, MI

14h•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Automotive Parts Specialist working in Detroit, Michigan, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Parts Specialist plays a crucial role in resolving dealer inquiries related to parts delays. This position focuses on reducing the overall vehicle off-road downtime due to part delays. The Parts Specialist will engage and support multiple channels that have initiated parts delay issues in which the delay is greater than 5 days. Assist and facilitate locating parts for dealers utilizing resources such as D to D Express, Does II system, DOW, FESG, and COPIS. Participate in Stand-up meetings with PS&L. The Parts Specialist works closely with the Operations Manager on process improvement initiatives regarding parts process flow within the department.

Requirements

High School Diploma required
Minimum 2-3 years of customer service experience required
Minimum 1-year Automotive experience in a dealership or related field
2 years of Parts experience required. Familiarity with Parts Catalog and ordering systems preferred.
Strong oral and written communication skills with ability to persuade using a business case.
Strong Analytical skills - ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.
Creative and forward-thinking - seeks opportunities for innovation and continuous improvement.
Strong time management, organization, and planning skills - able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment
Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction.
Strong problem-solving and decision-making skills.
Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team.
Excellent negotiation skills and consultative approach.
Knowledge of computer and software (MS Operating Software, MS Office Products) - strong working knowledge of Microsoft Outlook (Calendar functions, folder management).
Must represent Percepta professionally with all clients and external organizations and contacts.
Proven ability to perform in a fast-paced environment.
Must be able to interact effectively with all levels of employees and departments.
Requires minimal supervision
Must be able to work onsite in the 17333 Federal Dr. Suite 220 Allen Park, Michigan 48101.
8-hour shift between 8:00 am – 8:00 pm EST, 5 days per week.

Nice To Haves

Associate’s degree preferred
Familiarity with Parts Catalog and ordering systems preferred.

Responsibilities

Locate parts for At Risk cases using Part Locator tool, dealer network, PS&L (SME's), upstream engineering, and manufacturing. Verify all pertinent parts escalations information for accuracy.
Contact dealership Parts Managers for D2D parts sales
Search internet for aftermarket parts options
Process escalations to PSL group
Maintain Part SME tracking documentation
Maintain PS&L reports for Stand-up meeting
Maintain metrics and reporting around key parts delay issues.
Attend weekly team huddles with Liive agents to review Part escalation handling and related part topics. Interpret reports to dimension issues with Operations Management team, Client Partner and PS&L. Prioritize key high-volume parts delay issues and identify emerging trends.
Conduct Parts training to new CX/DX Specialist training classes.