Customer Relations and Administration Coordinator

Responsible for parts coordination support, including researching, resolving and responding to parts and accessories related inquiries from dealers and internal (company) customers. Accept, review and process customer parts orders. Review Parts Distribution Center (PDC) discrepancy reports to support PDC functions in processing and completing dealer returns. Perform dealer service-related research, and expedite orders. Perform special assignments as needed.

Provide parts-related support to dealer and internal customers via telephone, fax, email and other communication channels. Interface with SMAI staff to ensure high quality and effective service to our dealers and internal customers.   Effectively utilize the AS-400, Parts Access Program, EPC, microfiche, parts bulletins and various other published information sources. Ensure we provide dealers with timely and accurate information concerning availability and application of parts. Ensure dealers understand Suzuki systems, policies and procedures. Educate and assist Suzuki associates in efficient processing of their internal and employee orders. Review, research and coordinate dealer discrepancy report (DR) with the PDCs.

Duties includes:

Research, review, and follow up with dealer and PDC staff on authorization/denial of DR reports. Data entry, filing, creating a log on SMAI designated program. Prepare debit/credit memos where appropriate. Expedite orders for dealers and Suzuki associates, where appropriate.  Coordinate with internal departments to minimize back order duration.  Interface with relevant departments exploring alternative supply sources and/or air order opportunities. Work toward minimization of customers’ Suzuki product “down-time”, while maintaining cost-effective strategies.  Coordinate Parts inquiry issues and preparation of Parts Inquiry Reports (PIR). Investigate problems such as incorrectly labeled, packed, and picked parts, or incorrect design. Where appropriate, submit PIR forms. Follow up with appropriate staff to ensure timely response to dealer/internal staff. Oversee special programs and administer projects as assigned. Examples of these projects include bearing kit program, miscellaneous special program order handling, and key order fulfillment.  Interface with our dealers & internal Suzuki associates. Interface with PDCs, Inventory Control, and Parts Administration, ensuring rapid issue resolution. Interface with the Credit Department pertaining to dealer parts orders. Interface with the Information Technology Department’s Suzuki Connect group to resolve issues. Interface with freight carriers, resolving dealer issues and claims/discrepancies.

Minimum Requirements

• Three years of experience in customer service or a similar discipline with an information processing emphasis.
• Working knowledge of Motorcycle, Automotive and Marine parts.
• Familiarity with parts ordering and distribution systems the dealership level.
• Ability to exercise sound judgment and diplomacy during frequent telephone/other communications with dealers and internal customers.
• Verbal and written communication skills displaying a service-oriented attitude.
• Windows computer experience.
• Basic parts and mechanical knowledge.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer and strength to lift and carry materials weighing up to 30 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.