Parts Assistant

SUMMARY:
We are looking for a Parts Assistant in the Midrand area.

POSITION INFO:
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.

• 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

• 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 

• 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 30 Day 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

• 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 

• 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

• 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

• 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 

• 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 

• 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.

• 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