Dealer Parts Support Operator

Job Description

• The position will work cross-functionally with internal Ford stakeholders and relevant support teams, leveraging available resources, tools and systems such as PANDA, MicroCat, SharePoint and other applicable platforms to investigate and resolve dealer enquiries effectively.
• The Helpdesk Operator will also build and maintain strong working relationships with dealers and internal stakeholders, ensuring clear communication, timely feedback and proactive follow-up on outstanding enquiries.

Responsibilities
PS&L Helpdesk 

• Support the implementation and ongoing operation of the PS&L Helpdesk for Dealers.
• Provide administrative and operational support to the PS&L Helpdesk and assist with activities across markets where synergies and business requirements exist.
• Support the rollout and ongoing operation of the PS&L Helpdesk function for Dealers.
• Assist with the implementation and maintenance of dealer enquiry-handling processes, both internally and externally.
• Provide basic analytical and administrative support to Dealers and the field team.
• Monitor inbound dealer enquiries to identify recurring issues, process gaps and potential improvement opportunities, escalating these to the relevant stakeholders.
• Ensure that Helpdesk activities are performed in accordance with internal processes, audit requirements and applicable statutory requirements.
• Maintain accurate records of dealer enquiries, actions taken and resolutions to support reporting, follow-up and continuous improvement.
• Escalate complex or unresolved dealer enquiries to the appropriate internal teams and ensure timely follow-up until resolution.
• Price Deviations & Microcat 
• Assist with preparing and distributing Dealer and Supplier bulletins and supporting dealer network communications.
• Provide Dealers with accurate parts information and assist with basic parts-related enquiries.
• Monitor Microcat subscriber usage and assist with ensuring accurate billing.
• Prepare and maintain the monthly Microcat billing report.
• Providing invoices and credit notes to Dealers 
• Support the maintenance and administration of PS&L shared resources, including W: Drive folders, PS&L shared drives, Track-Lite, PANDA and Parts Helpdesk access.
• Maintain accurate records of Dealer enquiries and  requests
• Build and maintain professional working relationships with Dealers and Ford stakeholders.
• Escalate complex or unresolved Dealer enquiries to the Supervisor and follow up to ensure timely resolution.

Qualifications

• Matric with Maths & English  
• 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
• Microcat, QMS and PA Queries
• Panda System knowledge will be advantage.  
• HelpDesk, Planning, Data Analysis, PS&L Knowledge