The role of the Manufacturer Status Specialist is to secure accurate vehicle production, status and delivery information for all factory ordered vehicles, including cars and trucks in the US, Canada and Puerto Rico and present in a clear and actionable manner to internal customers.
Working with the Domestic and Import Vehicle Manufacturers, the specialist works to identify and resolve production and transportation issues while driving initiative-taking customer communication and satisfaction.
Success depends on taking ownership, interpreting and communicating complex information, building strong relationships with the manufacturers and understanding their systems and processes. The specialist uses that expertise to make decisions and follow through to resolution while maintaining communication with internal areas: Client Services, Driver Services, Truck Operations, Dealer Relations and VOA Staff.
KEY RESPONSIBILITIES
The specialist is responsible for tracking the progression of vehicles from: Manufacturer order received vehicle production delivery to the dealer delivery to the driver.
Analyze vehicle status reporting weekly and proactively identify and communicate delays and trends.
Build relationships with factory representatives, dealers and associated vendors to resolve all production and delivery related issues, following thru to completion.
Know and understand the Interdependencies between the Mfrs, dealers, upfitters, NCPs, ordering and how they affect the production and delivery of the vehicles.
Proficient in all Wheels related system applications.
Explain to others internally and externally the dealer courtesy delivery process.
Hold the manufacturers accountable for meeting established production and delivery standards by maintaining an action register and facilitating conference calls.
Escalate aging issues to the manufacturer and Wheels management.
Understand the Mfrs language and be able to navigate their systems.
Provide expertise to IT in development and changes to the Status applications and reporting by assisting with rule development, formatting and testing.
Develop communications for internal customers that are easily understood and can be explained to customers.
Issue accurate and timely Mfr Information and updates to client contact areas and affected Ops groups on all related production and delivery issues and provide alternative solutions when possible.
Research, Edit and Disseminate factory bulletins, identify order holds, delays, start up and buildout issues and problems. Update data base that feeds Fleetview/Driverview and Industry Reference bulletin on Holds & Delays
Input and update status where Wheels did not receive electronically.
Identify ways to improve department processes through enhancements and creation of new applications.
Assist on acquiring delivery dates as required.
Back up and support team members
Cross-train across all manufacturers
Provide training for new employees and the client contact areas.
Assist and support the VOA department.
Other duties as assigned.
SKILLS/COMPETENCIES
Self-starter
Apply customer service practices.
Strong oral and written communication skills
Knowledge of Wheels processes and systems
Anticipate and identify issues and handle problem resolution.
Detail Oriented
Understand general office practice.
Demonstrate excellent organization skills.
Ability to meet deadlines, function under pressure and adjust to changes in priorities.
DESIRED BEHAVIORS
Takes Ownership
Team player
Responsive
Lead by example
Cooperative
Results oriented.
Quality driven
Maintains confidentiality.
Facilitator
Flexible
EDUCATION and/or EXPERIENCE
Minimum 3 years business experience and/or Bachelors degree
PHYSICAL DEMANDS
General office - regularly talk and listen.
Be able to use PC and keyboard.
Move throughout the department and building.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
