Parts Information Coordinator

SUMMARY

Represents the first-line communication regarding parts for the Subaru retailer body, ultimately aimed at improving the customer experience and retention. Uses research and problem-solving skills for assessing multiple aspects of the parts supply chain including part status, ordering, availability, transportation options, system functionality, and part specification. Addresses various policy and procedural questions and issues including extended rental and part expedite requests, policy and goodwill authorizations, parts warranty, and claims impact all while providing excellent customer service, sometimes during challenging operating conditions.

MAJOR RESPONSIBILITIES

• Providing updated part availability information to retailers by working directly with Inventory Planners, Distribution/Transportation team, and Regional Distribution Centers (RDCs) to address questions regarding estimated time of arrivals (ETAs).

• Triaging and resolving referral and re-face requests from retailers for parts, accessories, and recall/campaign items by understanding and researching all available pathways to support availability, including communication with RDCs, retailers, Subaru of America (SOA) Field teams, transportation providers, Inventory Planners, and other stakeholders, evaluating and executing the best possible solution for retailer / customer need while weighing impacts on policy, procedure, operations, cost, and the “voice of the customer.”
• Evaluating and resolving rental authorizations by the retailer via email and SOA system-submitted claims.
• Responding to retailer calls and emails on potential defective/mis-packaged parts, identifying and pursuing resolutions with the appropriate stakeholder.
• Utilizing the SOA Electronic Parts Catalog (EPC)/Snap-On catalog and Subaru Technical Information System (STIS) service manual to specify correct part(s) for retailer inquiry.
• Working together with Parts Information Coordination (PIC) team to resolve any open or hard-to-resolve issues.
• Assisting as needed for any ad hoc PIC projects such as extracting data from systems to research case topics, volume changes, etc.

ADDITIONAL RESPONSIBILITIES

• Responds to retailer-submitted emission label requests, quality-checking the information and uploading and ordering labels while ensuring careful and accurate compliance.

• Processes retailer-submitted security key requests and reconciles charges through third-party key vendor and Accounting to ensure that they are aligned and correct.
• Monitors various PIC mailboxes assigned by the PIC Manager or Senior PIC.
• Continually coaches retailer staff and reinforces policies and procedures.
• Provides feedback to stakeholders by using knowledge of parts catalog and supply chain before service bulletins are released.
• Analyzes retailer purchase history to prioritize backordered parts and accessory shipments.
• Works with Inventory Planners and retailers for large demand (wholesale) purchases to prevent stock-out conditions in network.

REQUIRED SKILLS & PERSONAL QUALIFICATIONS

• Strong phone-listening skills.

• Excellent verbal and written communication skills.
• Strong problem-solving, research, and follow-through skills, with the ability to investigate and resolve parts, policy, and procedural issues.
• Strong knowledge of parts policies and procedures including ability to understand and interpret manuals and catalogs, warranty and parts ordering processes, etc.
• Working knowledge of parts catalog systems and Subaru Technical Information System (STIS) applications Preferred
• Ability to easily learn use of STIS using technical aptitude and understanding of parts operations and procedures.
• Working knowledge of Microsoft Office Suite.
• Basic knowledge of Subaru Warranty coverages.
• Effective collaboration skills.
• Knowledge of enterprise resource planning (ERP) systems such as Oracle preferred.
• Experience with supply chain system Rapid Response for information retrieval preferred.
• Automotive parts or automotive technical background preferred.

EDUCATION & EXPERIENCE REQUIREMENTS: H.S. diploma required. At least 4-6 years experience required.

WORK EXPERIENCE 

• Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)

• Hybrid Role: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]

• Travel: 5% Domestic

COMPENSATION: The recruiting base salary range for this full-time position is $60,000 - $70,000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. Additionally, this role is bonus-eligible, with a target bonus percentage that provides an opportunity to earn even more based on your performance. (Internal Job Grade: P1) 

WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:

   Total Rewards & Benefits:

• Medical, Dental, Vision Plans

• Pension, Profit Sharing, and 401K Match Offerings

• 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays

• Tuition Reimbursement Program: $15,000 yearly benefit

• Vehicle Discount Programs

   Learning & Development:

• Professional growth and development opportunities

• Direct partnership with senior leadership

• Formal Mentorship Program

• LinkedIn Learning License 

   Visit our careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.