Parts Specialist

Position Summary The primary function of the Part Specialist is to support all customer contact channels that have customer-initiated parts delay issues in which the delay is greater than 10 days. The primary responsibility for this position will be to reduce days-to-close for cases opened due to part delays, by 1) facilitating finding the part, 2) working with the Customer Operation Managers on process improvement initiatives, 3) ownership of the parts e-tracker tool, also using the D to D and Does II systems to locate parts and 4) working with COPIS Duties and Responsibilities Production Support Locate parts for At Risk cases using Part Locator tool, dealer network, PS&L (SME''s), upstream engineering and manufacturing Support CX/DX Specialists with Call, Chat and Email support Verify all pertinent parts escalations information for accuracy Contact dealership Parts Managers for D2D parts sales Process escalations to Tracklite group Maintain Part SME tracking documentation Reporting and Communication Maintain / Develop Metrics and Reporting around key Parts Delay issues Coordinate enhancements/fixes to the current E-tracker parts report produced by the GCCT team Assess actual/potential rental expense around existing / new parts delays Enhance existing tools to capture expense Develop and interpret reports to dimension issues with CRC Management team, Client Partner and PS&L Prioritize key high-volume parts delay issues and identify emerging trends Ensure reporting requirements carry over to new CRM tool Education Conduct weekly 15 minute huddles with CX/DX Specialists to cover Part related topics Conduct Parts training to new CX/DX Specialist training classes Associates or Bachelors degree preferred, or equivalent related experience Experience Automotive experience in a dealership or related field Parts or technical background -- familiarity with Parts Catalog and ordering systems preferred Skills Strong oral and written communication skills with ability to persuade using a business case Strong Analytical skills. Ability to analyze agent customer handling and case management results to identify root cause of performance/process issues Creative and forward thinking.

Seeks opportunities for innovation and continuous improvement. Strong time management, organization and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction Strong problem solving and decision-making skills Self-starter who demonstrates initiative, resourcefulness and ability to work independently and interdependently among a team Excellent negotiation skills and consultative approach Knowledge of computer and software (MS Operating Software, MS Office Products). Strong working knowledge of Microsoft Outlook (Calendar functions, folder management) Must represent Percepta professionally with all clients and external organizations and contacts Other Flexible to work shifts including evenings and weekends as required Call center environment, open 24/7 Proven ability to perform in a fast-paced environment Must be able to interact effectively with all levels of employees and departments. Requires minimal supervision Physical and Logistical Requirements (Including equipment used) The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit. Requires frequent use of hands and fingers, talking and hearing.

The employee is occasionally required to stand; walk; and stoop. Specific vision abilities required by this job include close vision and ability to adjust focus. Computer skills/data entry. Job Requirements: by Jobble