Main tasks
Customer Support (Backorder and Bottleneck Handling)
• Receive and reply to all dealers’ Bottleneck enquiries with parts status and expected dispatching date
• Follow up on open opportunities and taking all necessary actions to speed delivery
• Answer to parts orders/orders cancellation
• Construct a status report of any part still under manufacturing with expected factory release date or coded parts on a weekly basis
• Handle daily backorder inquires and communicate with logistics in finding solutions to speed delivery.
• Develop improvement proposals for the process
Escalation and Fastlane
• Keep track of all escalations from retail network
• Create escalations for parts on Targenio System
• Follow up closely and keep customers updated with all escalations statuses
• Create a fastlane whenever hot cases / CPA cases are identified
• Insure escalations for parts under clearance is communicated to logistics manager for speedy delivery
Manual Sales Processing / Local Vendor Sales
• Work closely with CS Parts Sales department to fulfill all required OTDs or manual sales orders
• Prepare the posting of local vendor parts
• Sell local vendor parts based on received documentation
• Support all internal deliveries follow up and sales procedures
• Hold responsibility of all employee sales including proper documentation and process implementation
Accessories / Collection Sales
• Receive daily orders for accessories and collection
• First contact support for all accessories and collection orders i.e. Giftery, Amazon, etc
• Perform all sales operations and directly report to warehouse manager for picking and packing
• Deliver the parts to customers and insure quality check
• Communicate with CS Parts Dept. for HQ deliveries
Training and qualification
• Bachelor’s Degree in Mechanical Engineering/Electrical Engineering is preferable.
Technical knowledge
• Knowledge of spare parts systems is optional
• Aware of standard supply chain and logistics functions
• Aware of various spare parts within a vehicle with general knowledge of usage
• Excellent knowledge of MS Office Applications (Excel-PowerPoint-Word)
Soft skills/individual competence
• Ability to work under pressure
• Problem-solving skills
• Negotiation skills
• Conflict resolution skills
• Willingness to work flexible hours
• Self-motivated and dynamic
• Excellent communication skills
Experience
• 0-2 years of experience is required in related fields
Language
• Fluency of spoken and written English language
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