Parts Support Specialist

Porsche Parts Business Operations is a core profitability, customer satisfaction and dealer efficiency driver for Porsche Cars North America (PCNA) and its network of authorized dealer franchise partners.

Porsche Cars North America Parts Operations seeks a parts specialist to help manage a rapidly growing parts operation that serves a growing fleet of Porsche vehicles operating on US roadways.

The Parts Support Specialist serves as a primary point of contact for complex dealer support activities related to parts ordering, supply chain operations, inventory availability, transportation, and order management.

Responsibilities:

• Independently manage assigned dealer support activities and act as a primary point of contact for parts operations inquiries and issue resolution.
• Deliver a consistently high level of customer service to Porsche dealer partners while managing workload against established service-level expectations and operational KPIs.
• Respond to dealer inquiries regarding parts availability, order status, shipment tracking, ETA management, VOR orders, damage claims, transportation issues, and operational processes.
• Prioritize and manage competing dealer requests and operational issues with minimal supervision, ensuring timely and effective resolution.
• Maintain clear, professional, and proactive communication with dealers and internal stakeholders throughout the resolution process.
• Independently manage dealer support cases from intake through resolution, exercising judgment to determine appropriate actions, coordinate stakeholders, and achieve established response and closure targets.
• Process dealer-to-dealer parts trades, ensuring proper transaction management, coordination, and financial reconciliation.
• Administer inbound parts allocation activities supporting campaigns, recalls, and other business-critical initiatives.
• Manage special parts returns and withdrawal programs, ensuring compliance with established processes and timelines.
• Support day-to-day parts supply chain operations through effective coordination with distribution centers, logistics providers, field teams, and Porsche AG stakeholders.
• Exercise independent judgment to evaluate operational issues, determine appropriate corrective actions, and resolve dealer concerns.
• Investigate and resolve complex dealer escalations requiring coordination across multiple functional areas.
• Analyze recurring operational issues, identify root causes, and recommend practical solutions that improve service performance and dealer satisfaction.
• Balance customer needs with operational constraints while making decisions that support business objectives and established policies.
• Monitor and manage assigned operational performance metrics and KPI objectives related to dealer support, case management, responsiveness, and resolution effectiveness.
• Identify performance gaps and take proactive action to improve service delivery and operational efficiency.
• Analyze data and business trends to support informed decision-making and continuous improvement initiatives.
• Recommend and implement process improvements that enhance dealer experience, operational consistency, and overall business performance.
• Participate in special projects, testing activities, reporting initiatives, and operational improvement efforts as required.
• Take ownership of assigned dealer support metrics, independently managing work activities to achieve service-level targets, operational KPIs, and customer satisfaction objectives.
• Work cross-functionally with Parts Operations, Logistics, Distribution Centers, Field Operations, Porsche AG, and other stakeholders to resolve issues and improve performance.
• Support business reporting, analysis, and ad hoc project activities as needed.
• Demonstrate flexibility and adaptability in response to changing business priorities and market requirements.
• Serve as a knowledgeable resource on parts operations processes, policies, and dealer support procedures.
• Demonstrate adaptability to changing business priorities while proactively identifying opportunities to improve dealer support processes, operational efficiency, and service performance.

Qualifications:

• Bachelor’s degree in business, Supply Chain Management, Operations Management, Data Analytics, Automotive Management, or a related field.
• Equivalent combination of education and relevant experience may be considered.
• 3+ years of experience in automotive parts operations, aftersales, supply chain, customer support, dealership operations, or a related field.
• Experience in automotive retail parts and/or service is a plus.
• Materials management, supply chain, or warehouse experience is a plus.
• Customer service experience is a plus.

Skills:

• An entrepreneurial spirit that creatively solves problems and delivers solutions.
• Strong customer service orientation with demonstrated ability to advocate for dealer needs while balancing business objectives.
• Ability to work independently and manage multiple priorities with minimal supervision.
• Strong analytical and problem-solving capabilities.
• Demonstrated ability to exercise sound judgment and make decisions within established guidelines.
• Ability to identify operational challenges and develop effective solutions.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong collaboration and stakeholder management abilities.
• Continuous improvement mindset with a focus on operational excellence.
• Microsoft Excel skills required.
• SAP, Business Warehouse (BW), or other ERP experience preferred.
• Dealer Management System (DMS) experience preferred.

Benefits:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs