Dealer Operations Support Representative (DOS)
DescriptionWe are searching for an experienced Dealer Operations Support Rep at our Distribution Center in Sumner, Washington.
Hyundai MOBIS Parts AmericaWe think creatively and keep challenging ourselves to help create a new future and eventually make humankind's dreams a reality.
Ready for the challenge?Who We AreTomorrow's most advanced automotive technology is being envisioned today at MOBIS Parts America (MPA).
A subsidiary of Hyundai MOBIS, we are a top leading automotive parts supplier.
Mobis provides after-sales service parts support for Hyundai Motors, Kia Motors, and Genesis.
In addition to the distribution of genuine service parts and accessories, Mobis produces chassis, cockpit, and front-end modules; safety products, including airbags; headlights; anti-lock brake systems and electronic stability control products; steering parts; multimedia systems; UVO systems; injection-molded plastic parts, such as instrument panels, carriers, and bumpers; and steel wheel rims and decks.
DescriptionThis position's primary responsibility is to support dealers and drive quality into the supply chain from the facing Parts Distribution Center.
This position is responsible for proactive communication with dealers helping to identify potential areas of concern with the services being provided.
The overall purpose of this job is to increase operational support to dealers in need of immediate resolution of service disruptions.
These include but are not limited to delivery concerns, dealer claims, returns issues, and general service updates when and if changes occur.
Primary responsibility is to effectively handle incoming phone calls and/or emails from dealers to build effective communication channels for problem resolution and concise, accurate information sharing.
The DOS is expected to understand processes and procedures that affect the dealer.
Comprehension of elements in order processing, returns, and transportation will be required to help dealers receive proper support and customer service from Mobis.
Services occur in high repetition for the dealers, and service disruptions occur only occasionally.
For this reason, the DOS will be required to keep detailed data for thorough reporting on occurrences and resolutions.
Tools such as ERP systems, databases, spreadsheets, queries, and reports will be utilized by the dealer and assimilated with quantitative data and policy guidelines to take the appropriate actions to resolve dealer problems.
There is direct contact with the customer in this role.
Tracking and research by issue type, commodity, and resolution method will be key for the success of the DOS.
It is a requirement that in every business communication, the DOS is professional, customer-oriented, and strives to improve dealer customer service while working within Mobis policies and procedures.
Key Responsibilities Complete quarterly Supply Chain Operations surveys of all facing dealers Field part distribution operations concerns voiced by dealers Coordinate distribution center resolution of internal failures Manage overall dealer claims at the PDC level and coordinate the responses from assigned teams Manage the fleet of returnable assets and hold dealers, carriers, and PDC team responsible for the timely return/processing of the assets Maintain PDC contact list Coordinate monthly dealer visits Support ad-hoc requests from Sr.
Management in transportation, quality, and PDC operations Training and Sustaining Process Improvement Answer all dealer phone calls and emails with a professional, courteous, and friendly manner Receive and respond to requested information on delivery, claims and returns questions from OE Dealership, Regions, Ports, MPA Internal Staff Coordinate with MPA internal departments and brands for, OEM, RPSMs, DPSMs, and PBDMs to ensure alignment to ensure the proper dissemination of key communications Work with Transportation, Carrier and Distribution center resolution of internal failures Key Performance Indicators 1.
Survey results summarization and dissemination.
2.
Dealer issue resolution:
Velocity, 1st time resolution 3.
Claims processing KPIs including:
Aging, Acceptance Rate, Lead Time, # of Claims vs lines shipped, Claims Intake rate 4.
Call Center KPIs such as answer rate, dropped calls, ets 5.
Dealer satisfaction Work Schedule & Travel Requirements Monday through Friday, 7:
00 am - 4:
00 pm.
No travel is required for this role.
Education RequirementsHigh School Diploma is required.
Experience Requirements 4-6 years of related experience in Warehousing/Distribution Center Operations.
PDC / Dealer Parts Dept process awareness, PDC Operational Process experience, and transportation experience.
SkillsIntermediate computer skills:
e-mail, routine database, word processing, spreadsheetsEmployment Type - Non-ExemptCompensation - Hourly Wage, $41,693.
40 - $61,497.
76Hyundai Mobis Parts America - BenefitsWe offer a competitive benefits package for full-time employees which includes:
Medical, Dental, and Vision 401K with employer matching Tuition Reimbursement Paid Vacation, Paid Sick Days and Paid Holidays Mapped career plans; we believe in developing and promoting our talent! Company Discounts & more! Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Recommended Skills Business Process Improvement Call Centers Claim Processing Communication Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
Hyundai MOBIS Parts AmericaWe think creatively and keep challenging ourselves to help create a new future and eventually make humankind's dreams a reality.
Ready for the challenge?Who We AreTomorrow's most advanced automotive technology is being envisioned today at MOBIS Parts America (MPA).
A subsidiary of Hyundai MOBIS, we are a top leading automotive parts supplier.
Mobis provides after-sales service parts support for Hyundai Motors, Kia Motors, and Genesis.
In addition to the distribution of genuine service parts and accessories, Mobis produces chassis, cockpit, and front-end modules; safety products, including airbags; headlights; anti-lock brake systems and electronic stability control products; steering parts; multimedia systems; UVO systems; injection-molded plastic parts, such as instrument panels, carriers, and bumpers; and steel wheel rims and decks.
DescriptionThis position's primary responsibility is to support dealers and drive quality into the supply chain from the facing Parts Distribution Center.
This position is responsible for proactive communication with dealers helping to identify potential areas of concern with the services being provided.
The overall purpose of this job is to increase operational support to dealers in need of immediate resolution of service disruptions.
These include but are not limited to delivery concerns, dealer claims, returns issues, and general service updates when and if changes occur.
Primary responsibility is to effectively handle incoming phone calls and/or emails from dealers to build effective communication channels for problem resolution and concise, accurate information sharing.
The DOS is expected to understand processes and procedures that affect the dealer.
Comprehension of elements in order processing, returns, and transportation will be required to help dealers receive proper support and customer service from Mobis.
Services occur in high repetition for the dealers, and service disruptions occur only occasionally.
For this reason, the DOS will be required to keep detailed data for thorough reporting on occurrences and resolutions.
Tools such as ERP systems, databases, spreadsheets, queries, and reports will be utilized by the dealer and assimilated with quantitative data and policy guidelines to take the appropriate actions to resolve dealer problems.
There is direct contact with the customer in this role.
Tracking and research by issue type, commodity, and resolution method will be key for the success of the DOS.
It is a requirement that in every business communication, the DOS is professional, customer-oriented, and strives to improve dealer customer service while working within Mobis policies and procedures.
Key Responsibilities Complete quarterly Supply Chain Operations surveys of all facing dealers Field part distribution operations concerns voiced by dealers Coordinate distribution center resolution of internal failures Manage overall dealer claims at the PDC level and coordinate the responses from assigned teams Manage the fleet of returnable assets and hold dealers, carriers, and PDC team responsible for the timely return/processing of the assets Maintain PDC contact list Coordinate monthly dealer visits Support ad-hoc requests from Sr.
Management in transportation, quality, and PDC operations Training and Sustaining Process Improvement Answer all dealer phone calls and emails with a professional, courteous, and friendly manner Receive and respond to requested information on delivery, claims and returns questions from OE Dealership, Regions, Ports, MPA Internal Staff Coordinate with MPA internal departments and brands for, OEM, RPSMs, DPSMs, and PBDMs to ensure alignment to ensure the proper dissemination of key communications Work with Transportation, Carrier and Distribution center resolution of internal failures Key Performance Indicators 1.
Survey results summarization and dissemination.
2.
Dealer issue resolution:
Velocity, 1st time resolution 3.
Claims processing KPIs including:
Aging, Acceptance Rate, Lead Time, # of Claims vs lines shipped, Claims Intake rate 4.
Call Center KPIs such as answer rate, dropped calls, ets 5.
Dealer satisfaction Work Schedule & Travel Requirements Monday through Friday, 7:
00 am - 4:
00 pm.
No travel is required for this role.
Education RequirementsHigh School Diploma is required.
Experience Requirements 4-6 years of related experience in Warehousing/Distribution Center Operations.
PDC / Dealer Parts Dept process awareness, PDC Operational Process experience, and transportation experience.
SkillsIntermediate computer skills:
e-mail, routine database, word processing, spreadsheetsEmployment Type - Non-ExemptCompensation - Hourly Wage, $41,693.
40 - $61,497.
76Hyundai Mobis Parts America - BenefitsWe offer a competitive benefits package for full-time employees which includes:
Medical, Dental, and Vision 401K with employer matching Tuition Reimbursement Paid Vacation, Paid Sick Days and Paid Holidays Mapped career plans; we believe in developing and promoting our talent! Company Discounts & more! Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
Recommended Skills Business Process Improvement Call Centers Claim Processing Communication Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
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