Automotive Parts Case Manager

3 weeks ago

Campbellfield, Australia Percepta Full time

**Position Summary**

This role is primarily responsible for handling dealer enquiries and resolving dealer concerns in a timely manner. This primarily includes but not limited to, queries on availability dates, freight approvals, part supersession's, stock inspections and catalogue enquiries, to name but a few.

**Duties and Responsibilities**
- Manage incoming contacts from dealers and Ford clients regarding parts concerns.
- Review concerns and set up cases within CRM and determine the best outcome to ensure the dealer or client receive a speedy resolution.
- Works with -stakeholders to determine interchangeability of parts from model to model, understand the customer/dealer situation to find appropriate solution which may include calling up parts from the warehouse to examine possible stock issues.
- Timely escalation of parts concerns to other Percepta teams, Ford stake holders or other Ford suppliers both locally and internationally ensuring timely resolution.
- Be clear in communication to ensure all parties have a clear-cut understanding of resolution and/or actions required.
- Assist Ford Motor Company leads to obtain and deliver part solutions.
- Foster good company to dealer relations and provide effective communications between FCSD and its dealer body
- Follow up unresolved issues and respond to the dealers with clear concise information on a timely basis
- Determine the best Department to handle the enquiry and escalate accordingly
- Provide consultation and advice to depot operations on issues relevant to their Dealer processes and systems
- Receive and load orders for Ford plants, Local and Export Dealers and internal customers when they are unable to process on their own behalf

**Education**
- Year 12 completed

**Experience**
- An understanding of vehicle parts
- Previous experience in a customer service role or similar is preferred
- Parts Interpreter required
- Cataloguing or mechanical background preferred
- Mechanical background preferred Previous experience within parts, logistics or freight industry preferred

**Skills**
- Be able to use ancillary system tools such as Microcat and PANDA
- Ability to operate the Cisco telephone system
- Recognize order types and be able to identify plant, service campaign and export orders and be able to understand order status levels (0 to 9) and the orders physical condition.
- Understand meaning of parts supply availability terms, i.e ONR, CUR, ORB, OWO etc.
- Excellent communication skills
- A passion for customer service
- A positive outlook and can do attitude
- Resilience
- Analytical ability
- Ability to understand the Warehouse location system

**Other**
- Understand the FCSD Warehouse location system and the dynamic/static primes systems

**Occupational health, safety and environment**
- Ensure an Incident/Injury/Near miss report is completed within 24 hours where required and communicate any corrective action to the relevant people.

Pay: $50,000.00 - $55,000.00 per year

**Benefits**:

- Referral program

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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