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Parts Subject Matter Expert

3 months ago

Detroit, United States Percepta Full time

At Percepta, we bring first-class service across each market we support. As a Parts Specialist working in Corktown/Detroit, MI, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What Youll Be Doing
The Parts Specialist plays a crucial role in resolving dealer inquiries related to parts delays. This position focuses on reducing the overall vehicle off-road downtime due to part delays. The Parts Specialist will engage and support multiple channels that have initiated parts delay issues in which the delay is greater than 5 days. Assist and facilitate locating parts for dealers utilizing resources such as D to D Express, Does II system, DOW, FESG, and COPIS. Participate in Stand-up meetings with PS&L. The Parts Specialist works closely with the Operations Manager on process improvement initiatives regarding parts process flow within the department.

During a Typical Day, Youll

Responsibilities

Production Support:

  • Locate parts for At Risk cases using Part Locator tool, dealer network, PS&L (SMEs), upstream engineering, and manufacturing. Verify all pertinent parts escalations information for accuracy
  • Contact dealership Parts Managers for D2D parts sales
  • Search internet for aftermarket parts options
  • Process escalations to PSL group
  • Maintain Part SME tracking documentation
  • Maintain PS&L reports for Stand-up meeting

Reporting and Communication:

  • Maintain metrics and reporting around key parts delay issues.
  • Attend weekly team huddles with Liive agents to review Part escalation handling and related part topics. Interpret reports to dimension issues with Operations Management team, Client Partner and PS&L. Prioritize key high-volume parts delay issues and identify emerging trends
  • Conduct Parts training to new CX/DX Specialist training classes

What You Bring to the Role

Education

  • High School Diploma required
  • Associates or bachelors degree preferred

Experience

  • Minimum 2-3 years of customer service experience
  • Minimum 1-year Automotive experience in a dealership or related field
  • 2 years of Parts experience required. 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

  • 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

A little bit more about your role:

Must be able to work onsite in the Corktown area of Downtown Detroit. 8-hour shift between 8:00 am - 5:00 pm EST, 5 days per week.

What You Can Expect

•Health/Dental/Vision/Life Insurance

•Flexible Spending Account (FSA) and Health Savings Account (HSA)

•401(k) with company match

•Vacation/Sick Time and Paid Holidays

•Tuition Reimbursement

•Employee Assistance Program

•Employee Discount Program

•Training and Development Programs (Percepta College)

•Employee Rewards Program (Perci Perks)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork- belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions

Respect- a team that is accountable, dependable, and gives you their full attention

Proactive- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such bank account details from applicants at any point in the recruitment process.

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