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Dealer Parts Support Group Supervisor

2 weeks ago

Pretoria, South Africa Ford Motor Company Full time

This position will work cross functionally with internal Ford stakeholders by leveraging the common resources, tools and system e.g. PANDA, MicroCat, and SharePoints etc. PS&L Helpdesk will develop a strong working relationship with dealers to provide an effortless dealer enquiry resolution experience.

KNOWLEDGE, SKILLS, and ABILITIES (KSA)
- Strong analytical skills
- Ford Systems and Microsoft office suite skills
- Cross cultural - interpersonal communication skills.
- Experience in Main Frame systems.
- Refined administrative, planning and data analysis skills.
- Excellent time management skills and ability to meet deadlines.
- Ability to effectively work and engage with senior levels of management.
- A strong ability to work autonomously while being a team player and understanding the priorities of the department so that that will be delivered on time.
- Ability to multi-task and seamlessly engage with multiple internal and external stakeholders.
- Ability to work under pressure.
- Excellent Communications Skills - English writing and verbal.
- Must be able to handle a dynamic, changing environment and adopt and amend plans at short notice to deliver results.Helpdesk management skills, Helpdesk management software knowledge, project management skills, knowledge of parts and finance

QUALIFICATIONS and EXPERIENCE
- National Diploma/ Degree in Logistics/Business Management or Helpdesk System Administration.
- Minimum of 2 years within the Automotive Industry Logistics environment background.
- Must have displayed proven capability of advanced PC skills & presentation preparation skills using microsoft office.
- Excel intermediate skills
- Business acumen with operational experience in managing Helpdesk operation
- HelpDesk, Planning, Data Analysis, PS&L Knowledge

PS&L Helpdesk
- Lead the development and implementation of PS&L Helpdesk for Dealers.
- Provide input and support the development of the PS&L Helpdesk with Markets where synergies exist and business case supports.
- Lead the roll out of PS&L Helpdesk function with Dealers
- Provide input and develop the dealer enquires handling processes - both internally and externally.
- Establish Contact Ratio Targets to determine resources requirement and analyse data to improve efficiency and minimize cost.
- Develop and align Service Level Agreement with key stakeholders.
- Provide daily, weekly, monthly, quarterly management report out and/or dashboard.
- Provide analytical support to dealers and field team
- Analysing the inbound enquiries to identify gaps and improvement opportunities.Ensure internal audit and external statutory requirement compliancePrice Deviations & Microcat
- Support dealers to meet customer commitments
- Investigate and process pre-approval documents for dealer code 26 claims
- Preparing and distributing Dealer and Supplier bulletins and supporting dealer network communications.
- Manage & Maintain dealer microcat access
- Assist dealers with accurate parts information
- Ensure accurate microcat billing of subscriber usage
- Prepare monthly billing report
- Providing Invoices & Credit notes to dealers falling outside their 40-day window period.
- Co-owner of all PS&L W: Drive folders, PS&L shared drives, Track-lite, Panda and Parts helpdesk access
- Managing the relationship with Dealers and Ford Stakeholder