Dealer Analyst

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

12d•Onsite

About The Position

The Dealer Analyst is a customer support position assisting dealership parts managers through phone and email. The role researches and resolves parts-related inquiries from Auto (Honda and Acura), PSP, Power Equipment, and Marine dealerships. It provides customer service, processes claims accurately, gives dealers timely feedback on credit issues, supports internal DPSM field operations, and helps ensure dealer compliance with Parts System Guide (PSG) policies. The position handles parts ordering, order status and maintenance, returns, missing credits, core returns and credits, and manual OAR claims. It investigates dealer rejection disputes using photographs and carrier delivery documentation, answers inbound calls, resolves publication and parts errors, and communicates with dealers about parts quality, manufacturing issues, warranty claim errors, and campaign parts recalls. The Dealer Analyst also coordinates group concerns and helps dealers with complex technical questions related to quality control, customer orders, and stock checks. The role is office-based, may require overtime as workload demands, and involves travel as necessary.

Requirements

High school diploma or equivalent.
Three to five years of 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, and ability to work independently.

Nice To Haves

Associate degree.

Responsibilities

Research and resolve parts-related inquiries from Auto (Honda and Acura), PSP, Power Equipment, and Marine dealerships through phone and email.
Assist dealers with parts ordering questions, including availability, pricing, and color codes; order status and maintenance; returns; missing dealer credits; and core returns and credits.
Monitor the nine PC OAR mailboxes daily and take necessary action.
Process manual OAR claims and investigate dealer rejection disputes by reviewing QFG pictures, dealer pictures, and carrier delivery receipt documentation.
Answer inbound ACD calls, research and respond to internal and external customers, and support effective group phone coverage.
Identify and resolve publication and parts errors.
Communicate with dealers regarding parts quality and manufacturing-related issues, inflator warranty claim errors, and campaign parts recall inquiries.
Coordinate group concerns and assist dealers with complex technical questions involving quality control, customer orders, and stock checks.
Support internal DPSM field operations and ensure dealer compliance with Parts System Guide policies.
Verify parts quality or damage-free condition in AHM inventory against dealer claims through stock checks.
Determine whether a technical parts issue requires a tech memo or is a one-time situation.
Determine whether documentation supports the return of a part so dealer credit can be issued.
Reach out to other departments when needed to obtain information for unique questions or situations.
Authorize dealer credits or debits under $1,000 and submit carrier damage claims to Transportation.