Dealer & Order Support Coordinator

What we are looking for:

At Volvo, we have made it our mission to make life easier, better, and safer for everyone.  As part of our Customer Care team, we live that mission, and we want to ensure that we are our customers only consideration at their time of need.

 

A day in the life:

As a Dealer/Order Support Coordinator, you will be providing effective and accurate support to our dealers and internal partners to assist in delivering the Volvo mission.  The duties and responsibilities of this role include:

• Provide end to end support for all Tier 1 technical IT related inquiries for Volvo retailers such as password resets including administrator passwords, granting admin access, verifying, testing, and diagnosing system errors.
• Responsible for proficiency in systems including VIDA, VISTA, IDM, VCPA, Delivery Tool, CbV, Volvo on Call, QW90 + more.
• Interpret policies and procedures for Volvo Retailers across US and Canada
• Initiate pro-active/corrective measures pertaining to entry-level IT issues.
• Share retailer feedback with management to enhance the customer experience. 
• Submit support tickets to the Tier 2 for resolution if not resolved at Tier 1 level. 
• Training new employees and field personnel, advising department manager of trends in retailer issues and performance metrics, assisting retailers navigate through all Volvo applications, troubleshooting various retailer technical IT issues.
• Provide our retailers and internal partners with timely and accurate assistance including but not limited to, ordering assistance, obtaining estimated time of arrival (ETA’s) tracking information, discrepancy reporting and general inquiries.

 

What you will bring to Volvo:

• College degree or equivalent experience in similar order support role is required.
• B2B customer service experience including IT systems and strong problem-solving skills.
• Excellent written and verbal communication skills, strong attention to detail, strong resourcefulness, advanced computer literacy utilizing multiple systems including ordering systems and MS Office Suite.
• Strong organizational skills and the ability to manage, follow-up and prioritize numerous issues simultaneously.
• Ability to gather interpret and analyze data to clarify issues and provide effective and timely resolution.
• General knowledge of automotive parts and accessories.

 

 You might also have:

• Advanced knowledge of IT systems and functionality
• Working knowledge or experience with Supply Chain processes, order processing and warehouse operations
• Bilingual (Spanish)