Non-Technical Parts Representative

Provide timely and accurate front-line support to Volvo Retailers and internal customers on all non-technical parts-related matters.

Act as a point of contact for Volvo Retailers and internal stakeholders for all non-technical parts inquiries, owning cases from initial request through final resolution.
Assist internal stakeholders from Polestar for any inquiries regarding parts issues including, but not limited to: backorder expediting, VOR order placement, order creation and cancellation, system support, ETA validation, and escalation management
Manage end-to-end resolution of parts issues including, but not limited to: backorder expediting, VOR order placement, order creation and cancellation, system support, ETA validation, and escalation management.
Interpret, apply, and clearly communicate VCNA parts policies and procedures, ensuring consistent and compliant decision-making.
Proactively identify systemic parts, vendors, or process issues and initiate corrective and preventive actions to minimize repeat escalations.
Coordinate across internal teams, distribution centers, vendors, and retailers to ensure timely fulfillment of parts commitments.
Execute parts, order entry and adjustments outside normal system controls when required to meet critical retailer and customer needs.
Provide authorized credits for services during out-of-line parts or system conditions including, but not limited to: freight reimbursement and critical order fees in accordance with VCNA policy.
Serve as the primary escalation owner, ensuring clear communication, documentation, and follow-through on all assigned cases.
Support returns and discrepancy resolution, including processing discrepancy claims, reviewing supporting documentation/photos, answering retailer inquiries, and enforcing discrepancy policies.
Act as a backup to the Returns Lead, ensuring continuity of operations and timely resolution of discrepancy-related issues.
Represent Volvos position to retailers on all functional policies, balancing customer satisfaction with operational and financial responsibility.
Ensure all customer interactions meet department quality standards, professionalism expectations, and service level targets.
Train, mentor, and support new and existing team members, sharing best practices and reinforcing standardized processes.
Monitor and communicate trends in workload, retailer concerns, system issues, and performance metrics to department management
Support potential future VR/VMI initiatives, including retailer assistance, process coordination, and issue resolution

Knowledge of the Parts Operations Systems and Processes which is generally acquired through several years of experience in the area
Some knowledge of the automotive aftersales business
Utilize a CRT & PC to process, communicate and retrieve relevant information
Customer focused with strong communication skills both verbal and written
Strong organizational skills and the ability to manage, follow-up and prioritize numerous issues in a high-volume environment under pressure

Salary Range:
$58,400 to $87,600
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines