Parts & Service Advisor

Bentley Truck Services•Canterbury, DE

10d•Onsite

About The Position

The Parts & Service Advisor provides exceptional customer service while supporting the daily operations and goals of the Service and Parts Departments. This position serves as a primary point of contact for customers regarding service needs, repair orders, parts, estimates, warranty matters, and repair status. The role involves coordinating customer service and repair needs from initial inquiry through completion, ensuring accurate documentation, estimates, authorizations, and billing. The advisor will work closely with Service Managers, Shop Foremen, Technicians, Parts personnel, and customers to ensure accurate parts identification, timely repairs, and effective communication. Maintaining a high level of organization, attention to detail, product knowledge, and customer service in a fast-paced commercial truck service environment is crucial. The position also includes assisting with opening and closing the facility when the Service Manager is unavailable.

Requirements

High school diploma, GED, or equivalent required
Minimum of 3 years of automotive or commercial truck industry experience preferred
2+ years of Service Advisor, Parts Advisor, or related customer-facing service experience strongly preferred
Previous parts, warehouse, or inventory experience and solid knowledge of the automotive/commercial truck industry preferred
A valid driver’s license and acceptable driving record are required for occasional local parts pickup, delivery, and other business-related driving as assigned.
Strong commitment to safety, accuracy, teamwork, and exceptional customer service.
Strong customer service, communication, organizational, and record-keeping skills, with the ability to work effectively with customers, technicians, vendors, and management.
Knowledge of automotive and/or commercial truck systems, parts, service requirements, and general vehicle repair.
Strong attention to detail, mathematical aptitude, problem-solving skills, and the ability to prioritize multiple tasks in a fast-paced environment.
Proficiency with computers, point-of-sale systems, and service, parts, inventory, and repair order management systems.
Ability to work independently with minimal supervision, safely lift up to 50 pounds, operate or learn to operate material-handling equipment, and obtain required forklift certification.

Nice To Haves

associate degree or technical education preferred
Minimum of 3 years of automotive or commercial truck industry experience preferred
2+ years of Service Advisor, Parts Advisor, or related customer-facing service experience strongly preferred
Previous parts, warehouse, or inventory experience and solid knowledge of the automotive/commercial truck industry preferred

Responsibilities

Coordinate customer service and repair needs from initial inquiry through completion, ensuring accurate documentation, estimates, authorizations, and billing.
Work closely with Service Managers, Shop Foremen, Technicians, Parts personnel, and customers to ensure accurate parts identification, timely repairs, and effective communication.
Maintain a high level of organization, attention to detail, product knowledge, and customer service in a fast-paced commercial truck service environment.
Assist with opening and closing the facility when the Service Manager is unavailable.
Provide professional and knowledgeable service to customers in person and by phone; understand vehicle concerns and determine appropriate service or repair needs.
Prepare accurate repair orders, estimates, customer authorizations, warranty documentation, and final billing, including applicable parts, labor, materials, deductibles, and customer charges.
Communicate regularly with customers regarding repair status, estimates, warranty coverage, and expected completion timelines.
Partner with Service and Parts personnel to ensure repairs are properly documented, completed efficiently, and repair orders are accurately closed.
Support customer satisfaction, retention, and a positive overall service experience.
Identify, source, quote, order, receive, and distribute parts accurately for customers, technicians, and service personnel.
Provide parts availability, pricing, and related information while ensuring ordered parts are properly communicated and charged to the appropriate repair order.
Maintain accurate inventory records, conduct physical counts, and report discrepancies involving quantity, quality, pricing, or location.
Process parts warranty claims and ensure required documentation and timelines are followed.
Maintain a clean, organized, safe parts area; properly label and store parts, assist with local pickup/delivery, and identify opportunities to improve parts and service efficiency.
Collaborate with Service and Parts teams to maintain efficient workflow and timely completion of customer repairs.
Maintain current knowledge of products, services, parts, systems, and company processes through training and ongoing development.
Follow all company safety policies and procedures and immediately report accidents, injuries, or safety concerns to management.
Maintain a professional appearance and demeanor, work effectively both independently and as part of a team, and demonstrate a strong commitment to customer service.
Perform other duties as assigned, including opening and closing the facility when required.