At Percepta, we bring first-class service across each market we support. As a Parts

Specialist working in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Parts Specialist plays a crucial role in resolving dealer inquiries related to parts delays. This position focuses on reducing the overall vehicle off-road downtime due to part delays. The Parts Specialist will engage and support multiple channels that have initiated parts delay issues in which the delay is greater than 5 days. Assist and facilitate locating parts for dealers utilizing resources such as D to D Express, Does II system, DOW, FESG, and COPIS. Participate in Stand-up meetings with PS&L. The Parts Specialist works closely with the Operations Manager on process improvement initiatives regarding parts process flow within the department.

During a Typical Day, You’ll

Responsibilities

Production Support:

• Locate parts for At Risk cases using Part Locator tool, dealer network, PS&L (SME's), upstream engineering, and manufacturing. Verify all pertinent parts escalations information for accuracy

• Contact dealership Parts Managers for D2D parts sales

• Search internet for aftermarket parts options

• Process escalations to PSL group

• Maintain Part SME tracking documentation

• Maintain PS&L reports for Stand-up meeting

Reporting and Communication:

• Maintain metrics and reporting around key parts delay issues.

• Attend weekly team huddles with Liive agents to review Part escalation handling and related part topics. Interpret reports to dimension issues with Operations Management team, Client Partner and PS&L. Prioritize key high-volume parts delay issues and identify emerging trends

• Conduct Parts training to new CX/DX Specialist training classes

What You Bring to the Role

Education

• High School Diploma required

• Associate’s or bachelor’s degree preferred

Experience

• Minimum 2-3 years of customer service experience

• Minimum 1-year Automotive experience in a dealership or related field

• 2 years of Parts experience required. Familiarity with Parts Catalog and ordering systems preferred

Skills

• Strong oral and written communication skills with ability to persuade using a business case

• Strong Analytical skills - ability to analyze agent customer handling and case management results to identify root cause of performance/process issues

• Creative and forward-thinking - seeks opportunities for innovation and continuous improvement

• Strong time management, organization, and planning skills - able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven environment

• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction

• Strong problem-solving and decision-making skills

• Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team

• Excellent negotiation skills and consultative approach

• Knowledge of computer and software (MS Operating Software, MS Office Products) - strong working knowledge of Microsoft Outlook (Calendar functions, folder management)

• Must represent Percepta professionally with all clients and external organizations and contacts

Other

• Proven ability to perform in a fast-paced environment

• Must be able to interact effectively with all levels of employees and departments.

• Requires minimal supervision

A little bit more about your role:

Must be able to work onsite in the Percepta Office of Melbourne, Florida. 8-hour shift between 8:00 am – 8:00 pm EST, 5 days per week.

What You Can Expect

· Health/Dental/Vision/Life Insurance

· Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 401(k) with company match

· Vacation/Sick Time and Paid Holidays

· Tuition Reimbursement

· Employee Assistance Program

· Employee Discount Program

· Training and Development Programs (Percepta College)

· Employee Rewards Program (Perci Perks)

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day .

As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges value in your contributions

Respect – a team that is accountable, dependable, and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.