Parts Assistant

Purpose

To maintain customer service, respond to customers in time and to make sure the customers receive required parts in time to increase efficiency and productivity of the service and repair operations.

Key responsibilities for this position include, but are not limited to:

Spare Parts Plan/Strategy

• Design and implement a plan to improve quality of service, productivity and profitability.
• Managing Supply part to Customers – for In/Out of warranty defective units.
• Maintain the part supply lead time of 2-3 days and to find solution plan to improve.
• Managing process Build strategic partnerships with third parties e.g. parts centres, dealers, to enhance and improve customer service.

Policies and Procedures

• Develop and implement parts policies and procedures that support the turnaround time.
• Define and communicate customer service standards and ensure adherence.
• Make sure processes are followed correctly and monitor compliance.
• Find solutions to improve processes.
• Ensure compliance with work procedures and rules and suggest improvement thereof.

Operations Management

• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
• Monitor returns and make sure returns are collected and done within the 30Day period (25-25 of each month ).
• Prevent long time pending returns / Communicate to customer to clear out.
• Monitor and assist with the parts scrapping (Defective Returns /Shortages E & O).
• Load EP approvals for parts to be scrapped.
• Load BPM approvals – correct processes must be followed.
• Regular status meetings with all strategic partners regarding customer queries to monitor and ensure customer satisfaction.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Close interaction with relevant departments to resolve customer queries.

Back Orders

• Monitor and maintain back order .Find solutions to improve fill ratio / action plan.
• Receive backorder status weekly – Check with supplier and challenge to supply faster.
• Managing process.

Customer Queries/Satisfaction

• Daily response to E-Mails (12 hour rule).
• Give feedback and solutions within 24hours.
• Request customers to provide feedback on service provided by parts department to identify areas for further improvement.
• Analyze feedback received service performance data (repair turnaround time, cost, part supply, appointment, responsiveness and etc.) in order to  provide utmost satisfaction to the customer.
• Audit and make corrective action for the performance of the direct service centres.
• Resolve customer complaints and parts related issues and  improve overall quality of customer service.

Stock Management

• Managing /assist Audit team during Stock counts twice a year.
• Do random stock counts to verify correct counts.
• Managing assist Hi-lo to load approval and follow correct process.
• Maintain stock at a level that enables customer service and repairs to be completed without delay.

Training

• Provide GSFS training (Part processes) to New ASC/Esc and AE distributors to achieve required service to the customer.
• Assist with training material and make sure it is updated to meet changes all the time.
• Staff Training – System and job improvement.   

Reporting

• Inventory report weekly to Service Director.
• Fill ratio report weekly to Service Director.
• Report on PO/IR and find action plan to improve weekly/monthly.
• Parts return report daily/weekly/monthly– Check and find solutions to improve.

Required Experience

• 5 – 7 years experience in a customer service environment.
• Strong technical knowledge and background.
• Sound experience in parts environment.
• Good knowledge of inventory and part sales processes.
• Sound knowledge of consumer electronics parts.
• W/H Management experience.
• In-depth knowledge of customer service principles and practices.
• Experience in resolving customer queries and giving regular feedback.
• Possession of a reliable vehicle and a valid driver’s licence.
• MS Office at an advanced level.

Required Competencies

• Customer service oriented and strong relationship building
• Forecasting Skills
• Problem analysis and problem-solving
• Broad inventory management skills
• Decision-making and a strong work ethic
• Planning and organizing
• Presentation skills
• Honesty, integrity and ethical conduct at all times
• Persistence and creativeness and high attention to detail
• Ability to function under pressure and still meet deadlines/ targets/KPIs
• Good Communication(verbal & written) and interpersonal skills
• Excellent oral and written communication skills
• Able to interact with other departments, agents and customers to ensure excellent customer service
• Management and co-ordination of various parts functions