Dealer Services Specialist

Dealer Services Specialist

The Dealer Services Specialist (DSS) is responsible for providing assistance to dealers facing their respective PDC on parts related issues, for interpreting parts policies and procedures and for providing knowledge and training on key parts processes (claims/buybacks/returns). This role is also responsible for processing dealer returns [claims/buybacks/cores].

Main responsibility – 100% of time spent

The Dealer Services Specialist (DSS) resides in the Parts Distribution Center (PDC) and provides assistance to dealers that are serviced by (but not limited to) that specific PDC. This assistance includes:

• Dealer assistance on parts related issues (Dealer Services Specialist to Dealer)

• Knowledge transfer agent (helping uninformed dealers/Parts Managers with parts information)

• Interpreting policies and procedures to dealers and company employees

• Handling issues from report to resolution (all dealer issues)

• ETKA parts catalog assistance, application trouble shooting, hard lock ordering assistance

• New dealer on boarding process in support of the dealer development team. This role also provides key support to the region teams in new dealer on boarding. This assistance includes explaining how the pseudo-parts program for cores works, how to use the dealer extranet, who to contact at the PDC by function, how to use a bill of lading for dedicated deliveries. This role also provides ad hoc dealer training. This role will also coordinate the set-up of buyback attributes, alpha numeric, transportation zone, V-designation for cores and buyback schedule.

• Dealer training and employee training (informal, ad hoc basis) on parts related topics

• PDC claims support (from review to approval) on the following claims: a) Credit memos, b) D2D orders, c) Transportation damage repair, d) Dealer Support requested with return, e) Miscellaneous with return; all locations

• This role is responsible for processing dealer returns in a timely manner, including handling dealer inquiries on a daily basis and will process buyback credits, core and remain credits in SAP.

• The DSS will research buyback material scraps on a weekly basis for reconciliation; this role will also research critical deliveries not yet processed on a regular basis.

• The DSS also provide return labels for buybacks, claims, cores parts.

• The DSS will serve as a local lead for dealer buyback returns, including the physical and systematic processes.

• DSS to work closely with Operations team to ensure warehouse quality is ensured from PDC to dealers, first point of contact for any reconciliation and reporting.

• Central point of contact for any escalated issues from ordering to delivery with regional teams.

• 3-5 years

• High School Diploma

• College degree

• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Communication skills – interpersonal, presentation and written
• Computer savvy – skilled in the use of software
• Integration – joining people, processes or systems
• Influencing, conflict resolution, negotiation skills
• Problem solving: ability to understand a problem and figuring out the best way to solve it
• Resource management – thinking about the pros and cons of different options and picking the best one

• Parts Logistics experience
• Microsoft Office Suite proficiency in Word, Excel, PowerPoint and Outlook
• Ability to type 35-45 wpm
• Good written ability, good telephone skills
• ET-2000 (SAP)
• Knowledge of key PDC functions/processes

• ETKA parts catalog
• Dealer retail experience
• Customer Service experience
• Database management
• Automotive technology understanding

Work Flexibility:

• This role may be required to work a flexible shift within the hours 8am to 8pm. There may be also a requirement to work during some holidays (for example, the week between Christmas and New Year’s Day); additionally, some Saturdays may be required.

Compensation:

Salary range is dependent on factors such as geographical differentials, industry-based experience, skills, training, credentials, and other qualifications.
In the state of CA, the salary range is $77,600.00 - $112,500.00

Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.