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Service Parts Advisor IV

2 months ago

Seattle, Washington, United States Rivian Automotive Full time

About Rivian

Rivian is a pioneering electric vehicle manufacturer dedicated to creating sustainable and adventurous transportation solutions. Our mission is to empower individuals to explore the world while minimizing our impact on the environment.

Role Summary

The Service Parts Advisor IV will be responsible for delivering exceptional customer experiences at our service locations. This role requires a highly organized and detail-oriented individual with excellent communication skills, a strong understanding of service processes, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

  • Demonstrate and execute the warranty return process, ensuring seamless customer experiences and efficient returns.
  • Understand, explain, and execute the shipping process, including packaging and final shipment, to ensure timely delivery of parts.
  • Develop a deep understanding of channel planning, including its principles and applications, to optimize parts procurement and inventory management.
  • Utilize Coupa for indirect purchasing, ensuring accurate and efficient ordering processes.
  • Identify and resolve common discrepancies in parts procurement, collaborating with teams to improve processes and reduce errors.
  • Communicate effectively with technicians and leads to promote clear communication channels and resolve issues efficiently.
  • Source and order the correct parts needed for repairs, ensuring accurate and timely delivery.
  • Physically and systematically receive parts and allocate backorders, maintaining accurate inventory levels.
  • Understand and execute the Rivian BIN scheme, ensuring efficient parts management and inventory control.
  • Identify damages, shortages, overages, incorrect parts, and no stock, taking corrective action to maintain inventory accuracy.
  • Utilize SharePoint, Warranty Manual, Write It Right, and Rivian's proprietary systems to manage parts and services effectively.
  • Demonstrate and execute daily counts, understanding the intended use of the tool to maintain accurate inventory levels.
  • Pre-pull parts for upcoming appointments, ensuring timely and efficient service delivery.
  • Understand and utilize all pay types (Goodwill, Customer Pay, Internal, etc.) and use cases to ensure accurate and efficient payment processing.
  • Explain services and provide an exceptional customer experience, adhering to Rivian's Guiding Principles.
  • Utilize a forklift in required areas for transporting and organizing parts, maintaining a safe and efficient work environment.
  • Develop a deep understanding of Rivian's safety requirements and 5S stages and methodology, ensuring a safe and efficient work environment.

Qualifications

  • Ability to prepare and disseminate effectively organized and coherent business communication while practicing established business norms.
  • Strong communication, organizational, and time management skills.
  • Exhibits patience, empathy, attention to detail, and a customer-first approach.