Automotive Parts Specialist

At Percepta, we bring first-class service across each market we support. As a Automotive Parts Specialist working in Detroit, Michigan
, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Parts Specialist plays a crucial role in resolving dealer inquiries related to parts delays. This position focuses on reducing the overall vehicle off-road downtime due to part delays. The Parts Specialist will engage and support multiple channels that have initiated parts delay issues in which the delay is greater than 5 days. Assist and facilitate locating parts for dealers utilizing resources such as D to D Express, Does II system, DOW, FESG, and COPIS.

Participate in Stand-up meetings with PS&L. The Parts Specialist works closely with the Operations Manager on process improvement initiatives regarding parts process flow within the department.

• Locate parts for At Risk cases using Part Locator tool, dealer network, PS&L (SME's), upstream engineering, and manufacturing. Verify all pertinent parts escalations information for accuracy.
• Contact dealership Parts Managers for D2D parts sales
• Search internet for aftermarket parts options
• Process escalations to PSL group
• Maintain Part SME tracking documentation
• Maintain PS&L reports for Stand-up meeting

• Maintain metrics and reporting around key parts delay issues.
• Attend weekly team huddles with Liive agents to review Part escalation handling and related part topics. Interpret reports to dimension issues with Operations Management team, Client Partner and PS&L. Prioritize key high-volume parts delay issues and identify emerging trends.
• Conduct Parts training to new CX/DX Specialist training classes.

• High School Diploma required
• Associate’s degree preferred

• Minimum 2-3 years of customer service experience required
• Minimum 1-year Automotive experience in a dealership or related field
• 2 years of Parts experience required. Familiarity with Parts Catalog and ordering systems preferred.

• Strong oral and written communication skills with ability to persuade using a business case.
• Strong Analytical skills - ability to analyze agent customer handling and case management results to identify root cause of performance/process issues.
• Creative and forward-thinking - seeks opportunities for innovation and continuous improvement.
• Strong time management, organization, and planning skills - able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment
• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction.
• Strong problem-solving and decision-making skills.
• Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team.
• Excellent negotiation skills and consultative approach.
• Knowledge of computer and software (MS Operating Software, MS Office Products) - strong working knowledge of Microsoft Outlook (Calendar functions, folder management).
• Must represent Percepta professionally with all clients and external organizations and contacts.

• Proven ability to perform in a fast-paced environment.
• Must be able to interact effectively with all levels of employees and departments.
• Requires minimal supervision

• Must be able to work onsite in the 17333 Federal Dr. Suite 220 Allen Park, Michigan 48101.
• 8-hour shift between 8:00 am – 8:00 pm EST, 5 days per week.

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the…