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  • Job reference: RMS0208892

Parts Support Coordinator

  • Sector: Automotive
  • Location: Crewe, Cheshire
  • Job type: Contract
  • Date posted: 03/04/2019
  • Duration: 01/09/2019
This vacancy has now been filled.

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The Parts Support Coordinator is a 100% customer focused position and is responsible for the timely resolution and/or escalation of all global dealer parts related queries.
Responsible for supporting customer satisfaction objectives utilising the 7-Step core service process and in line with company key goals.


1. Assist Dealers in the resolution of parts related queries.

* Receive and process all incoming parts related queries via the concerns management system, e-mail, and phone. Ensure effective follow-up and closure of all queries
* Liaise closely with regional teams to ensure awareness of dealer issues, dealer training needs and potential customer escalation situations
* Use available systems, data or archived technical information to ensure all queries are resolved within agreed response times
* Categorise and prioritise queries as appropriate
* Escalate and liaise with relevant supporting departments to resolve queries
* Coordinate and facilitate dealer credits and refunds
* Can freeze stock or restrict parts in consultation with the Parts Support Manager

2. Customer Advocacy

* Challenge and influence changes that assist in removing ambiguity from Dealer parts Information
* Coach and influence Dealers to become more proactive/self-sufficient in utilising data made available to them in Aftersales systems
* Ensure clear, concise, timely and accurate responses are provided in all media forms.

3. Assist in the fast tracking of dealer backorders

* Identify and prioritise critical dealer backorders
* Liaise with relevant departments to ascertain parts availability information
* Ensure timely and accurate information flow between Aftersales and dealers
* Ensure effective follow up until queries are resolved


* Strong product knowledge.
* Excellent communication skills at all levels
* Committed to delivering a high level of customer satisfaction
* Ability to use a structured approach in resolving parts problems


* Knowledge of Automotive industry, Bentley Product and dealer practices.
* Knowledge/experience of working in other Bentley functions - Engineering, Quality, Production, Purchase


* Educated to ONC/HNC level in a Technical discipline or equivalent industry experience
* Excellent IT skills in Microsoft systems and SAP platforms
* Language skills would be advantageous though not critical

The Company:

Is a leading Automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

About Fircroft:

Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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