Specialist I, KPAW

BASIC PURPOSE AND SCOPE OF POSITION Coordinate and assist in resolving daily dealer parts and whole goods technical inquiries, order and returns, damage and shortage claims, invoicing inquiries, allocation of products, product availability, model application and compatibility questions and order entry/backorder status needs in a highly visible quality-driven customer-service style environment.    PRINCIPAL ACTIVITIES:  This position does the following in accordance with all applicable Federal, State and local laws / regulations and the Company’s policies, procedures and guidelines: Provide dealer support with respect to parts and whole goods technical questions, sales order and returns related issues, damage and shortage claims, invoicing inquires, allocation of products, product availability, model application and compatibility. Assist parts and whole goods management team by providing interoffice support and information sharing among parts and whole goods personnel to increase operating efficiencies while improving customer service and dealer satisfaction. Assist in monitoring inventory levels to aid in procurement of parts, whole goods equipment, kits and accessories for timely and accurate order fulfillment. Provide cross-functional support to parts and whole goods management, regional sales managers and other KTC management staff as necessary. Work closely with warehouse lead personnel to ensure coordination and timely processing of expedited sales orders, dealer returns, claims processing and physical inspection and verification of products and inventory. Maintain technical library to include illustrated parts manuals and technical references, illustrated whole goods kit breakdowns, historical whole goods price files and standard operating procedures. Work closely with service department personnel and National Technical Service Center staff to ensure currency with recent technical updates. Other duties as assigned. SPECIAL PROJECTS As assigned. MINIMUM QUALIFICATIONS EDUCATION, CERTIFICATIONS, AND TRAINING:   High school diploma required.        SKILLS AND BACKGROUND: 0-2 years of technical training or customer service experience.      Extensive knowledge and experience in standard parts and distributions operations such as counter practices and principals related but not limited to parts counter sales, warehousing, distribution, research applications and cross-referencing by models.   Must possess knowledge and experience with SAP, Windows 98/2000/XP-based programs and operating systems.Strong analytical and problem-solving skills including the ability to effectively schedule and develop position workload.The ability to remain tactful in support of resolving dealer concerns.Excellent communication skills and the ability to train, coach and cross-train others in the principals of parts and whole goods operations.Effective organization skills with the ability to prioritize and follow-up on issues as assigned. LANGUAGE REQUIREMENTS: Must be able to read, write and communicate in English.  EQUIPMENT OPERATION (% of time, description, nature of service): Office equipment including computer, copier, fax, phone, printer  PHYSICAL REQUIREMENTS:  The position will require walking, standing and sitting at a computer.