• Shift: 7:30 am to 4:30 pm
  • First 30 days = 5 days a week in office (due to training)
  • After 30 days = 4 days a week in office with Fridays off.
• Minimal overnight travel (up to 10%) by land and/or air.

• 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%)

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

• Will work closely with our dealers, as well as OEM/ OEM/ OEM and Tier 1 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.

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

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

• 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.

The base pay range above represents the low and high end of the base compensation range we reasonably expect to pay for this position. Actual base compensation will vary and may be above or below the range based on various factors including, but not limited to, geographic location, actual experience, and job performance. This job posting is not a promise of any specific pay for any specific employee.

The range listed is just one component of the total compensation package for our employees. Based on the details of your position, we provide a variety of benefits to our employees, including medical, dental, and vision plans, pre-tax savings plans, pre-tax parking and commuter plans, supplemental health and welfare plans, a retirement savings plan, an employee assistance program, pet insurance, and paid holidays. Other rewards may include short-term incentives and paid time off.