Dealer Analyst

American Honda Motor Co., Inc.•Troy, OH

3d•Onsite

About The Position

The Dealer Analyst position is a customer support role for dealership parts managers, assisting dealers via phone and email. The Dealer Analyst is responsible for researching and resolving parts-related inquiries from Auto (Honda & Acura), PSP, Power Equipment, and Marine dealerships. This role involves providing outstanding customer service, accurately processing claims, and offering timely feedback on credit issues. Additionally, the position supports internal DPSM field operations and ensures dealer compliance with Parts System Guide (PSG) policies.

Requirements

High school diploma or equivalent
3-5 years related experience
Proficiency with customer service tools
Moderate problem-solving skills
Communication and documentation skills
Ability to handle moderate caseloads
Problem-solving
Communication
Process compliance
Independent work

Nice To Haves

Associate's degree preferred

Responsibilities

Handle Parts Ordering inquiries (availability, pricing, color code, etc.).
Address Order Status & Maintenance inquiries.
Provide information on Parts Returns Requirements.
Resolve Missing Dealer Credits issues.
Manage Core Return & Credits.
Monitor daily 9 PC OAR mailboxes and take necessary action.
Process Manual OAR Claims.
Investigate Dealer Rejection Disputes by reviewing QFG Pictures, Dealer Pictures, and Carrier Delivery Receipt Documentation.
Provide Inbound ACD Coverage by answering incoming calls, researching and responding to internal and external customers, and supporting group efforts for effective phone coverage.
Identify and resolve publication and parts errors.
Communicate with dealers regarding Parts Quality and Manufacturing Related Issues.
Resolve Inflator Warranty Claim Errors.
Address Campaign Parts Recall Dealer Inquiries.
Coordinate group concerns and assist dealers with complex technical questions regarding quality control, customer orders, and stock checks.
Approve Dealer Debits and Credits.
Submit Carrier Damage Claims to Transportation.
Verify Parts quality or damage-free condition in AHM inventory against Dealer Claims through stock checks.
Determine if a Parts technical issue requires a tech memo or is a one-time situation.
Determine if documents support/prove the return of a part for credit to the dealer.
Determine when to reach out to other departments for information supporting a unique question or situation.
Provide Credit/Debit authorization for dealers under $1000.