Dealer Parts Support Group Supervisor

    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 

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.

    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
    HelpDesk, Planning, Data Analysis, PS&L Knowledge