Automotive Parts Specialist

Job Description - Automotive Parts Specialist (04

ARR)

Automotive Parts Specialist (04

ARR)

US-MI-Dearborn

At Percepta, we bring first-class service across each market we support. As a Automotive Parts Specialist working in Detroit, Michigan
, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

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.

• 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.
• Search internet for aftermarket parts options.
• Process escalations to PSL group.
• Maintain PS&L reports for Stand‑up meeting.
• Maintain metrics and reporting around key parts delay issues.
• Attend weekly team huddles with Live 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.

• High School Diploma required.

• Minimum 2‑3 years of customer service experience required.
• 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.

• 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.

• Proven ability to perform in a fast‑paced environment.
• Must be able to interact effectively with all levels of employees and departments.

• Must be able to work onsite at 17333 Federal Dr. Suite 220 Allen Park, Michigan 48101.
• 8‑hour shift between 8:00 am – 8:00 pm EST, 5 days per week.

• Competitive Salary with Incentives.
• 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).

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support.

Our…