Parts Support Specialist

Summary

The position holder coordinates requests taking into account deadlines and customer expectations based on the availability of spare parts while respecting the profitability rules set by the company. They support the sales process and technically advise the customer in the purchase of their parts.

This is a remote role.

Tasks

• Supports customer and regional sales manager requests regarding parts. Receives, modifies and processes orders, credit notes, and parts returns (including their collection).
• Finds alternatives to reduce the impact on the customer in cases of long delivery times or vehicle breakdowns.
• Based on an order form, establishes with the customer the list of required parts and coordinates this transaction with the logistics planner. Suggests parameter updates based on current and future sales with the logistics planner.
• Proposes, explains, and suggests new parts, products, and promotions to customers in line with the strategies of product line managers. Conducts first-level sales including the sale of complementary parts and the increase in quantity of parts by offering scale prices.
• Makes special arrangements with customers regarding prices (including daily quote requests, returns, or other aspects of the product or service) according to parameters and/or directives previously established with the immediate superior for external and internal customers.
• Supports customers in creating online accounts.
• Receives and takes care of the customer who comes to the parts center according to the company's customer service standards.
• Supports the management of consignment parts inventory while ensuring high turnover of these parts.
• Collects all relevant information from customers to gain a better understanding of the competition and the market in general and transmits this information to the concerned persons.
• Makes calls to potential customers to present the company. Transfers qualified customers to regional sales managers.

• Proposes alternatives to minimize the financial impact of obsolete parts and makes recommendations on the relevance of extending the maintenance of certain parts in inventory.
• Participates and contributes to the continuous improvement of processes.
• Translates and corrects promotions made by product line managers.
• Analyzes the "Low margin" report on orders and quotes (both from customer service agents and contract managers). Verifies results and addresses errors to the concerned persons/departments.
• Communicates with customers to offer them used parts, production take-offs, inventory surpluses, etc.
• Resolves order system issues due to various reasons: credit card problems, incomplete orders in the system, web user issues, etc. Contacts the customer if necessary.
• Opens customer accounts, cash and credit card accounts.
• Identifies parts based on internal or external customer requests by photo, whether for used parts or damaged vehicles.
• Receives and forwards phone calls to the concerned persons; takes messages if needed and communicates the usual information
• Completes the necessary documents for their work and verifies their accuracy.
• Trains employees in activities related to their work at the request of the immediate superior, including support to branches for order entry or other requests related to their work.

Knowledge and Experience

• DEC in Mechanical Engineering Technology (or related specialty) and three (3) years of relevant experience in mechanics or parts sales
• Knowledge of spoken and written English (advanced level)
Or
• DEP in Mechanical Parts Sales at the counter, Automotive Mechanics, Heavy/Diesel Vehicle Mechanics, Aircraft Mechanics (or related specialty) and five (5) years of relevant experience in mechanics or parts sales
• Knowledge of spoken and written English (advanced level)

Other Knowledge and Skills:

• Sales techniques
• Marketing concepts
• Customer communication techniques
• Customer-supplier relationship
• Introduction/quality assurance program
• Productivity
• Problem-solving processes
• Work organization and time management
• Mastery of the Office suite
• Knowledge of an MRP system (SAP, JD Edwards, etc.) an asset
• Continuous improvement

Salary Statement

At the Volvo Group, we strive for a clear, transparent, and straightforward compensation approach, motivating you to contribute to the company’s growth. For this position, the base salary range is set at $47,400-$63,200, and where applicable, bonus eligible. The range for this role, as well as final salary offered, is determined by several factors including, but not limited to, geographic location, work-related knowledge, certifications, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer.

Benefits Statement: