Parts Helpdesk Representative II

Parts Helpdesk Representative II

We are searching for an experienced Parts Helpdesk Representative II at our Headquarters facility.

Hyundai MOBIS Parts America

We think creatively and keep challenging ourselves to help create a new future and eventually make humankind's dreams a reality. Ready for the challenge?

Who We Are

Tomorrow's most advanced automotive technology is being envisioned today at MOBIS Parts America (MPA). A subsidiary of Hyundai MOBIS, we are a top leading automotive parts supplier. Mobis provides after-sales service parts support for Hyundai Motors, Kia Motors, and Genesis. In addition to the distribution of genuine service parts and accessories, Mobis produces chassis, cockpit, and front-end modules; safety products, including airbags; headlights; anti-lock brake systems and electronic stability control products; steering parts; multimedia systems; UVO systems; injection-molded plastic parts, such as instrument panels, carriers, and bumpers; and steel wheel rims and decks.

Description

The overall purpose of this job is to provide accurate and timely parts information support to OE dealerships, Region personnel, PDC operations, Port operations and MPA internal departments. Primary responsibility is to effectively handle 80+ incoming phone calls each day while conducting all business communications in a professional, courteous and friendly manner.

Key Responsibilities

• Provide accurate and timely parts information support to dealerships, regions, ports, and PDC's via the toll-free Parts Hotline phone number. (50%)
• Assist and resolve urgent customer / dealer backorder situations in order to prevent vehicle buybacks and / or reduce customer dissatisfaction. (30%)
• Assist and resolve dealer issues pertaining to parts and ordering and parts returns. (10%)
• Perform ancillary duties as requested by management. (10%)

Key Performance Indicators

Primary KPIs include:

• Call / Email Volume - 80+
• Response time - >2 Hrs
• Same Day Resolution Avg 1.2 days
• CSI < 95%

In addition:

• Will work closely with our dealers, as well as HMA / KMA / HAEA and MPA teams to ensure our dealer's desired expectations are met.
• Answer all dealer phone calls with a professional, courteous, and friendly manner.
• Receive and respond to requested information on parts and order processing questions from OE Dealership, Regions, Ports, and PDCs.
• Coordinate special order requests.
• Provide parts technical assistance to PDC's in order to properly identify miss-packaged parts.
• Assist dealership personnel with parts catalog.
• Review, assist and resolve urgent back order issues by evaluating alternative options to repairing the customer's vehicle.
• Communicate with PDC's on parts packaging problems and damaged part shipments to dealers.

Work Schedule & Travel Requirements

• Monday through Friday, 8 am 5 pm.
• Minimal overnight travel (up to 10%) by land and/or air.

Required Qualifications

Education Requirements

• High school diploma is required.
• Bachelor's degree is preferred.

Experience Requirements

• 2-4 years of call center/customer support experience is required.
• AS400 experience is a plus.
• Parts operations or wholesale distribution experience is preferred.

Skills

• Strong customer service experience needed
• Proficient computer skills: e-mail, record keeping, routine database, word processing, spreadsheets.
• Solve practical problems/deal with a variety of concrete variables with limited standardization.

Employment Type - Non-Exempt

Compensation - Hourly Wage, $ 0.00 - 0.00

Hyundai Mobis Parts America - Benefits

We offer a competitive benefits package for full-time employees which include:

• Medical, Dental, and Vision
• 401K with employer matching
• Tuition Reimbursement
• Paid Vacation, Paid Sick Days and Paid Holidays
• Mapped career plans; we believe in developing and promoting our talent!
• Company Discounts & more!

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.