Parts Counter Analyst(PCA)

The Parts Counter Analyst is responsible for supporting parts sales by serving customers at the parts counter and by phone, accurately identifying and referencing required parts, processing orders and enquiries, and providing suitable product or alternative solutions. The role also coordinates with parts operations, logistics and relevant internal teams to ensure efficient order fullfilment, strong customer service and maximum parts sales.

KEY DUTIES & RESPONSIBILITIES:

• Sell parts by phone and face-to-face at the Parts Counter.
• Accurately and promptly reference and respond to all parts enquiries.
• Use supplied computer systems and parts catalogues to identify parts for CAT and other serviced brands.
• Maintain an efficient and up-to-date Parts Service system that meets the needs of new and existing customers.
• Maximize parts sales while minimizing lost sales by identifying and offering suitable alternatives.
• Efficiently process customer orders and related documentation.
• Receive, process, interpret and appropriately review customers’ LPOs and other related enquiries to support effective sales actions.
• Agree customer payment terms in consultation with the Line Manager.
• Coordinate and administer customer payment documentation and liaise with the relevant internal team for payment approval.
• Order and process back-order items, stock transfers and related documentation in coordination with Parts Operations and Logistics.
• Provide technical advice and alternative solutions to meet customer requirements.
• Respond to customer complaints efficiently and within appropriate timelines.
• Maintain a clean, organized and professional Parts Counter area at all times.

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree or equivalent qualification in Engineering, Marketing, or a related discipline.
• Minimum of 2 years of professional work experience.
• Experience in commercial, sales, marketing or related functions is an advantage.

KEY SKILLS & COMPETENCIES:

• Proficiency in Microsoft Office packages, particularly Word, Excel and PowerPoint.
• Good understanding of sales and marketing principles.
• Strong verbal and interpersonal communication skills.
• Good understanding of products and support commodities.
• Ability to understand customer requirements and identify appropriate parts or alternatives.
• Good customer service, commercial awareness and problem-solving skills.

CORE PERFORMANCE FOCUS:

• Parts sales and revenue generation.
• Accurate parts identification and order processing.
• Customer satisfaction and timely response to enquiries.
• Minimizing lost sales through effective alternatives and follow-up.
• Effective coordination with Parts Operations and Logistics.