Parts Assistant

SUMMARY:
An FMCG Concern is seeking a Parts Assistant for their Service Department, an individual with exceptional Customer Service Skills.
Individual is to maintain Customer Service, respond to Customers in time and to make sure the customers receive required parts in time.
Also to increase efficiency and productivity of the service and repair operations.
Supervisory Experience Required!
MS Office at an advanced level required!
Possible travel.

POSITION INFO:
Required:
Bachelors Degree

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 license
MS Office at an advanced level

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 turn around 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

Please only apply should you meet all of the requirements. Should you not receive any feedback from us with regards to your application after 2 weeks, please consider your application unsuccessful.

NB! This job is now closed. You can apply for other jobs by uploading your CV.