Parts Assistant | Electronics

Position Overview: Career Recruit is seeking a dedicated and experienced Spare Parts Assistant on behalf of our client. The successful candidate will play a critical role in maintaining exceptional customer service, ensuring timely response to customer inquiries, and managing the supply chain to ensure that required parts are delivered promptly. This role is pivotal in enhancing the efficiency and productivity of service and repair operations.

Key Responsibilities:

Spare Parts Plan/Strategy:

• Design and implement strategies to enhance service quality, productivity, and profitability.
• Manage the supply of parts to customers, ensuring timely delivery for both in-warranty and out-of-warranty units.
• Maintain a lead time of 2-3 days for part supplies, continuously seeking solutions to improve efficiency.
• Build and nurture strategic partnerships with third parties, such as parts centre's and dealers, to enhance customer service.

Policies and Procedures:

• Develop and enforce parts policies and procedures that support swift turnaround times.
• Define and communicate customer service standards, ensuring strict adherence.
• Monitor compliance with established processes, identifying and implementing improvements as necessary.
• Ensure all work procedures and rules are followed, suggesting enhancements where needed.

Operations Management:

• Plan, prioritize, and delegate work tasks to ensure the efficient functioning of the department.
• Monitor and manage parts returns, ensuring they are processed within the 30-day period.
• Address and resolve long-standing pending returns through effective communication with customers.
• Oversee the scrapping process for defective parts, ensuring correct procedures are followed.
• Regularly engage with strategic partners through status meetings to ensure high levels of customer satisfaction.
• Collaborate closely with relevant departments to resolve customer queries promptly.

Back Orders:

• Monitor and manage back orders, developing action plans to improve the fill ratio.
• Communicate with suppliers to expedite backorder fulfilment and challenge delays.

Customer Queries/Satisfaction:

• Respond to customer emails within 12 hours, providing feedback and solutions within 24 hours.
• Solicit customer feedback on the parts department's service to identify areas for improvement.
• Analyse customer feedback and service performance data (e.g., repair turnaround time, part supply) to enhance customer satisfaction.
• Audit and implement corrective actions for direct service centre performance.
• Resolve customer complaints and parts-related issues, continuously improving service quality.

Stock Management:

• Assist in auditing stock counts twice a year and perform random stock checks to ensure accuracy.
• Maintain stock levels that support uninterrupted customer service and repair operations.
• Ensure adherence to correct processes for loading approvals and managing stock.

Training:

• Provide training on part processes to new ASC/Esc and AE distributors to ensure they deliver required service levels.
• Assist in developing and updating training materials to reflect ongoing changes.
• Conduct staff training focused on system use and job performance improvement.

Reporting:

• Prepare and submit weekly inventory and fill ratio reports to the Service Director.
• Report on purchase orders (PO) and inventory records (IR), developing action plans to improve processes.
• Provide regular reports on parts returns, identifying and implementing solutions to enhance efficiency.

Required Experience:

• 5-7 years of experience in a customer service environment, with a strong technical background.
• Extensive experience in the parts environment, particularly in inventory management and part sales.
• In-depth knowledge of consumer electronics parts and warehouse management.
• Proven ability to resolve customer queries and provide consistent feedback.
• Possession of a reliable vehicle and a valid drivers license.
• Advanced proficiency in MS Office applications.

Required Competencies:

• Strong customer service orientation with excellent relationship-building skills.
• Proficient in forecasting, problem analysis, and problem-solving.
• Broad expertise in inventory management and decision-making.
• Strong work ethic, with a focus on planning, organizing, and meeting deadlines.
• Excellent presentation, communication (verbal & written), and interpersonal skills.
• Ability to manage multiple functions and coordinate with various departments, agents, and customers.
• Commitment to honesty, integrity, and ethical conduct at all times.
• High attention to detail, persistence, and creativity in finding solutions.

Application Process: If you possess the required qualifications and experience and are eager to contribute to a dynamic and growing company, we invite you to apply. Please submit your resume via this link or email jobs@careerecruit.co.za