What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

Parts Ordering Management

• Ensure timely ordering of parts for Fleet and Consumer jobs based on scheduling timelines:
  • Order parts up to 4 days in advance for fleet and consumer jobs.
  • dealer parts ordered 7-10 days in advance.
• Assess and prioritize parts orders daily, focusing on upcoming appointments and dealer requirements.
• Ensure timely ordering and assignment of dealer parts to team members for handling.

Communication Channels

• Address technician calls for urgent parts-related issues as the top priority.
• Respond to text messages for non-urgent parts needs.
• Collaborate with other departments through Slack channels to ensure accurate parts information and availability.
• Direct customer inquiries to the appropriate department when necessary.

Slack Channel Management

• Monitor and manage five primary Slack channels for parts-related requests:
  • Quote_Finalization: Address live customer needs regarding parts pricing, labor review, job availability, and skill assessment.
  • Parts_Mech_Ops_Resolution: Coordinate between the parts team and mechanic operations/master technicians.
  • CS All: Handle parts availability, warranty quote revisions, and price or store changes.
  • Dealer-and-Returns-Pq: Ensure immediate handling of high-priority dealer parts orders.

Meetings & Performance Monitoring

• Participate in 2-3 weekly team meetings to discuss KPIs, margin goals, and system updates.
• Engage in daily individual meetings with team members to review performance metrics and address issues.

Process Management

• Prioritize parts orders based on days until appointments, focusing on both regular and dealer parts.
• Coordinate dealer orders and assign them as a dedicated task for the responsible team member.
• Ensure that parts returns are handled by the Mechanic Operations team and not the parts team.

 
Who are we looking for?

• At least 2 to 3 years of experience in an administrative, non-voice, or backend role, preferably with QA experience in a virtual call center environment.
• Demonstrated experience in parts management, preferably in automotive or related industries.
• Excellent verbal and written communication skills to effectively interact with technicians and other departments.
• Strong organizational skills to prioritize tasks effectively based on urgency and appointment timelines.
• Proven ability to collaborate effectively within a team environment, participating in regular team meetings and individual check-ins.
• High school diploma or equivalent; additional education in automotive technology or parts management is a plus.
• Certification or training in parts management systems or related fields is beneficial.