Parts Information Coordinator

Subaru•Camden, NJ

67d•Hybrid

About The Position

Represents the first-line communication regarding parts for the Subaru retailer body, ultimately aimed at improving the customer experience and retention. Uses research and problem-solving skills for assessing multiple aspects of the parts supply chain including part status, ordering, availability, transportation options, system functionality, and part specification. Addresses various policy and procedural questions and issues including extended rental and part expedite requests, policy and goodwill authorizations, parts warranty, and claims impact all while providing excellent customer service, sometimes during challenging operating conditions.

Requirements

Strong phone-listening skills.
Excellent verbal and written communication skills.
Strong problem-solving, research, and follow-through skills, with the ability to investigate and resolve parts, policy, and procedural issues.
Strong knowledge of parts policies and procedures including ability to understand and interpret manuals and catalogs, warranty and parts ordering processes, etc.
Working knowledge of parts catalog systems and Subaru Technical Information System (STIS) applications
H.S. diploma required.
At least 4-6 years experience required.

Nice To Haves

Ability to easily learn use of STIS using technical aptitude and understanding of parts operations and procedures.
Working knowledge of Microsoft Office Suite.
Basic knowledge of Subaru Warranty coverages.
Effective collaboration skills.
Knowledge of enterprise resource planning (ERP) systems such as Oracle preferred.
Experience with supply chain system Rapid Response for information retrieval preferred.
Automotive parts or automotive technical background preferred.

Responsibilities

Providing updated part availability information to retailers by working directly with Inventory Planners, Distribution/Transportation team, and Regional Distribution Centers (RDCs) to address questions regarding estimated time of arrivals (ETAs).
Triaging and resolving referral and re-face requests from retailers for parts, accessories, and recall/campaign items by understanding and researching all available pathways to support availability, including communication with RDCs, retailers, Subaru of America (SOA) Field teams, transportation providers, Inventory Planners, and other stakeholders, evaluating and executing the best possible solution for retailer / customer need while weighing impacts on policy, procedure, operations, cost, and the “voice of the customer.”
Evaluating and resolving rental authorizations by the retailer via email and SOA system-submitted claims.
Responding to retailer calls and emails on potential defective/mis-packaged parts, identifying and pursuing resolutions with the appropriate stakeholder.
Utilizing the SOA Electronic Parts Catalog (EPC)/Snap-On catalog and Subaru Technical Information System (STIS) service manual to specify correct part(s) for retailer inquiry.
Working together with Parts Information Coordination (PIC) team to resolve any open or hard-to-resolve issues.
Assisting as needed for any ad hoc PIC projects such as extracting data from systems to research case topics, volume changes, etc.
Responds to retailer-submitted emission label requests, quality-checking the information and uploading and ordering labels while ensuring careful and accurate compliance.
Processes retailer-submitted security key requests and reconciles charges through third-party key vendor and Accounting to ensure that they are aligned and correct.
Monitors various PIC mailboxes assigned by the PIC Manager or Senior PIC.
Continually coaches retailer staff and reinforces policies and procedures.
Provides feedback to stakeholders by using knowledge of parts catalog and supply chain before service bulletins are released.
Analyzes retailer purchase history to prioritize backordered parts and accessory shipments.
Works with Inventory Planners and retailers for large demand (wholesale) purchases to prevent stock-out conditions in network.