Dealer Services Representative

Dealer Services Representative

Location: Sandy Springs, GA

Pay Rate: $20 - $25/hr, W2

Duration: 12+ Month Contract

ONSITE

Summary:

Provide parts information support to all company dealers to ensure the highest level of service to clients. Maximize company CSI, reduce incidents of buy-backs, and resolve dealer parts issues by providing timely and accurate information on the technical application and order status of company parts.

Responsibilities:

• Research technical parts problems from dealers to specify correct part numbers for applications.
• Coordinate the dissemination of technical information requiring PDC support.
• Ascertain availability of parts and provide accurate and reliable estimates of arrival times.
• Provide pricing and substitution information on parts and expedite urgent orders.
• Determine type of part and correctly process orders according to client needs.
• Track progress of parts orders from shipment to delivery.
• Contribute, compile, and maintain the departmental database of technical parts, applications, and issues.
• Respond to dealer inquiries regarding parts specification and logistical queries via an online CRM Tool/Web Portal and via telephone.
• Achieve required performance-based KPIs to ensure departmental goals and SLA are met.
• Respond to dealer questions regarding invoicing, pricing, billing, and crediting of parts and parts statements.
• Provide information regarding shipping and tracking of domestic and international parts orders.
• Manage a personal queue of cases to ensure inquiries are responded to timely.
• Escalate dealer issues as needed and follow up to ensure inquiries are properly addressed.

Requirements:

• Minimum three years of automotive or logistic work experience.
• Proficient knowledge of retail processes and procedures, with emphasis on new and pre-owned sales, accessories service, and parts.
• A comprehensive understanding of the workings of a modern automobile and all major components.
• Familiarity with automotive parts catalogs.
• Strong comfort level utilizing multiple systems to specify and confirm technical and logistical information.
• Proficient knowledge of parts and accessories businesses, marketing strategies, and other business practices.

Preferred Skills:

• Bachelor's Degree (accredited school) preferred but not required or equivalent work experience.