Dealer Parts Support Group Supervisor at Ford

 Strong analytical skills
 Ford Systems and Microsoft office suite skills
 Cross cultural – interpersonal communication skills.
 Experience in Main Frame systems.
 Refined administrative, planning and data analysis skills.
 Excellent time management skills and ability to meet deadlines.
 Ability to effectively work and engage with senior levels of management.
 A strong ability to work autonomously while being a team player and understanding the priorities of the department so that that will be delivered on time.
 Ability to multi-task and seamlessly engage with multiple internal and external stakeholders.
 Ability to work under pressure.
 Excellent Communications Skills – English writing and verbal.
 Must be able to handle a dynamic, changing environment and adopt and amend plans at short notice to deliver results.
 Helpdesk management skills, Helpdesk management software knowledge, project management skills, knowledge of parts and finance

 National Diploma/ Degree in Logistics/Business Management or Helpdesk System Administration.
 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
 Business acumen with operational experience in managing Helpdesk operation
 Help Desk, Planning, Data Analysis, PS&L Knowledge

PS&L Helpdesk
 Lead the development and implementation of PS&L Helpdesk for Dealers.
 Provide input and support the development of the PS&L Helpdesk with Markets where synergies exist and business case supports.
 Lead the roll out of PS&L Helpdesk function with Dealers
 Provide input and develop the dealer enquires handling processes – both internally and externally.
 Establish Contact Ratio Targets to determine resources requirement and analyse data to improve efficiency and minimize cost.
 Develop and align Service Level Agreement with key stakeholders.
 Provide daily, weekly, monthly, quarterly management report out and/or dashboard.
 Provide analytical support to dealers and field team
 Analysing the inbound enquiries to identify gaps and improvement opportunities.
 Ensure internal audit and external statutory requirement compliance

Price Deviations & Microcat:

 Support dealers to meet customer commitments
 Investigate and process pre-approval documents for dealer code 26 claims
 Preparing and distributing Dealer and Supplier bulletins and supporting dealer network communications.
 Manage & Maintain dealer microcat access
 Assist dealers with accurate parts information
 Ensure accurate microcat billing of subscriber usage
 Prepare monthly billing report
 Providing Invoices & Credit notes to dealers falling outside their 40-day window period.
 Co-owner of all PS&L W: Drive folders, PS&L shared drives, Track-lite, Panda and Parts helpdesk access
 Managing the relationship with Dealers and Ford Stakeholder
 Develop, process and distribute system reports to various stakeholders as per aligned timelines
 Resolve dealer / customer queries in a timely manner.
 Management, tracking and query resolution within TAT.
 Manage and maintain PS&L helpdesk administration, access control
 Monitor and track dealer queries and distribute daily night letter
 Identify and implement SMART Working options and simplify processes.
 Work cross-functionally locally and globally on key strategic projects.
 Develop and ensure desk procedures/job aids are updated and maintained.