Parts Support Specialist

Parts Support Specialist

Porsche Parts Business Operations is a core profitability, customer satisfaction and dealer efficiency driver for Porsche Cars North America (PCNA) and its network of authorized dealer franchise partners. Key responsibilities include supply chain management, genuine parts sales, dealer partner support and communication management for the parts business in the US market. This center of competency facilitates the flow of genuine parts to authorized Porsche dealers, who sell to retail customers, independent repair facilities, and collision repair facilities.

Porsche Cars North America Parts Operations seeks a parts specialist to help manage a rapidly growing parts operation that serves a growing fleet of Porsche vehicles operating on US roadways. This role requires an individual who can operate independently within established business guidelines, exercise sound judgment, and deliver timely solutions to dealers for often complex customer relevant supply chain challenges. The Parts Support Specialist serves as a primary point of contact for complex dealer support activities related to parts ordering, supply chain operations, inventory availability, transportation, and order management. The successful candidate will manage assigned responsibilities with a high degree of autonomy, prioritize competing business needs, and collaborate cross-functionally to ensure exceptional service performance while meeting operational KPI objectives.

This position requires strong analytical skills, customer focus, problem-solving capability, and a continuous improvement mindset to support both dealer satisfaction and operational excellence. This role is classified as a Band 2A.

Primary responsibilities:

• Independently manage assigned dealer support activities and act as a primary point of contact for parts operations inquiries and issue resolution.
• Deliver a consistently high level of customer service to Porsche dealer partners while managing workload against established service-level expectations and operational KPIs.
• Respond to dealer inquiries regarding parts availability, order status, shipment tracking, ETA management, VOR orders, damage claims, transportation issues, and operational processes.
• Prioritize and manage competing dealer requests and operational issues with minimal supervision, ensuring timely and effective resolution.
• Maintain clear, professional, and proactive communication with dealers and internal stakeholders throughout the resolution process.
• Independently manage dealer support cases from intake through resolution, exercising judgment to determine appropriate actions, coordinate stakeholders, and achieve established response and closure targets.
• Process dealer-to-dealer parts trades, ensuring proper transaction management, coordination, and financial reconciliation.
• Administer inbound parts allocation activities supporting campaigns, recalls, and other business-critical initiatives.
• Manage special parts returns and withdrawal programs, ensuring compliance with established processes and timelines.
• Support day-to-day parts supply chain operations through effective coordination with distribution centers, logistics providers, field teams, and Porsche AG stakeholders.
• Exercise independent judgment to evaluate operational issues, determine appropriate corrective actions, and resolve dealer concerns.
• Investigate and resolve complex dealer escalations requiring coordination across multiple functional areas.
• Analyze recurring operational issues, identify root causes, and recommend practical solutions that improve service performance and dealer satisfaction.
• Balance customer needs with operational constraints while making decisions that support business objectives and established policies.
• Monitor and manage assigned operational performance metrics and KPI objectives related to dealer support, case management, responsiveness, and resolution effectiveness.
• Identify performance gaps and take proactive action to improve service delivery and operational efficiency.
• Analyze data and business trends to support informed decision-making and continuous improvement initiatives.
• Recommend and implement process improvements that enhance dealer experience, operational consistency, and overall business performance.
• Participate in special projects, testing activities, reporting initiatives, and operational improvement efforts as required.
• Take ownership of assigned dealer support metrics, independently managing work activities to achieve service-level targets, operational KPIs, and customer satisfaction objectives.
• Work cross-functionally with Parts Operations, Logistics, Distribution Centers, Field Operations, Porsche AG, and other stakeholders to resolve issues and improve performance.
• Support business reporting, analysis, and ad hoc project activities as needed.
• Demonstrate flexibility and adaptability in response to changing business priorities and market requirements.
• Serve as a knowledgeable resource on parts operations processes, policies, and dealer support procedures.
• Demonstrate adaptability to changing business priorities while proactively identifying opportunities to improve dealer support processes, operational efficiency, and service performance.

Qualifications

Education:

• Bachelor's degree in business, Supply Chain Management, Operations Management, Data Analytics, Automotive Management, or a related field.
• Equivalent combination of education and relevant experience may be considered.

Experience:

• 3+ years of experience in automotive parts operations, aftersales, supply chain, customer support, dealership operations, or a related field.
• Experience in automotive retail parts and/or service is plus
• Materials management, supply chain, or warehouse experience is a plus
• Customer service experience is a plus

Skills:

• An entrepreneurial spirit that creatively solves problems and delivers solutions
• Strong customer service orientation with demonstrated ability to advocate for dealer needs while balancing business objectives.
• Ability to work independently and manage multiple priorities with minimal supervision.
• Strong analytical and problem-solving capabilities.
• Demonstrated ability to exercise sound judgment and make decisions within established guidelines.
• Ability to identify operational challenges and develop effective solutions.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong collaboration and stakeholder management abilities.
• Continuous improvement mindset with a focus on operational excellence.
• Microsoft Excel skills required.
• SAP, Business Warehouse (BW), or other ERP experience preferred.
• Dealer Management System (DMS) experience preferred.
• Strong customer service orientation with the ability to advocate for dealer needs while balancing operational and business objectives.
• Ability to work independently and manage multiple priorities with minimal supervision.
• Strong analytical, problem-solving, and decision-making capabilities.
• Demonstrated ability to exercise sound judgment and resolve operational issues within established business guidelines.
• Ability to identify process improvement opportunities and implement practical solutions.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Proven ability to collaborate effectively across multiple functions and stakeholder groups.
• Initiative and ability to manage projects or operational activities from concept through implementation.
• Proficiency in Microsoft Excel; SAP, Business Warehouse (BW), ERP systems, and Dealer Management Systems (DMS) preferred.
• Continuous improvement mindset focused on operational excellence and customer satisfaction.

Percentage of required travel:

• No travel required

The salary range for this role is $58,000-$82,000. However, it is important to note that at Porsche, compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset. Porsche reviews compensation regularly and may adjust base salaries to reflect market competitiveness.

In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

Physical requirements:

• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets.