Jenn Doud

• Assists dealers with part number research, price quotes, availability, and order status.
• Assists retail customers with part identification, part numbers, prices, and availability.
• Processes parts orders.
• Researches engineering prints, builds of material, MRP, prewrites, and product change notices.
• Check preauths.
• Processes credits.
• Process return orders.
• New employee training.
• Answers and handles phone calls in a timely manner.
• Obtain parts quotes from the vendor.
• Submit new part number requests internally.
• Helps the customer service team and the service team with parts-related questions.
• Assists dealers with navigating the parts portal.
• Currently, I use Microsoft D365.
• Previously, we used Microsoft AX until the switch to D365.
• Worked at the Customer Rally

• Served as primary contact between all parties from beginning to end.
• Prepared and entered repair orders by thoroughly documenting customers concerns, describing symptoms, problems, discovered causes, required repairs and services.
• Answered phone calls and emails responding to questions and concerns in a timely manner.
• Examined records and papers to verify warranty and service contract coverage.
• Prepared estimates on all customer pay issues ensuring accuracy and completeness.
• Arranged and managed all follow-up with sublet and vendor repairs.
• Assisted and coordinated walk-in customer requests.
• Assisted customers in making overnight accommodations when required and followed up on customer reimbursements when authorized.
• Multi-tasked to provide high level customer service in all situations.
• Assessed situations through active listening and recommended appropriate solutions and actions using critical thinking skills
• Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
• Determined what parts were needed for repairs based off of customers repair list and ordered the needed parts to make sure they arrived prior to customers service appointment.
• Updated customers daily on the progress of their service.
• Prepared paint code sheets and marked paint sheets on areas needing paint or body work.
• Took photos of exterior and interior concerns before and after repairs and documented in customers file.
• Worked well with all service technicians and shop foreman.
• Performed check in of coaches with customers and went over the repair list/list of concerns they provided.
• Performed check out of coaches with customers to go over completed work order and take any payments due.
• maintained good relations with all outside vendors that assisted with repairs.
• Worked at the customer Rally

Dealer web training lead duties 01/2020-07/2021

• Oversee and conduct one on one dealer web trainings by phone. This training consisted of showing dealers/service repair facilities how to use our website to order parts, submit return good authorizations, locate the parts they are needing quickly, locate tracking information and how to access the policy and procedure manual,etc.
• Worked closely with the employees on my team that assist with the one on one dealer trainings to check on progress, provide further instruction and assist them with any challenges.
• Developed and Performed monthly webinar trainings to hundreds of dealers across the country at once showing them how to use our website to order parts, submit return good authorizations, locate the parts they are needing quickly, locate tracking information and how to access the policy and procedure manual,etc.

Parts Advisor Lead 01/2020-07/2021

• Provide my team with any training/trouble shooting they may need to confidently meet daily goals set by upper management.
• Answer my teams questions and make sure they understand the information provided.
• Attend meetings with upper management and relay important information to my team.
• Take charge over "hot" issues such as a rush order that needs reviewed or a problematic phone call.
• Work closely with the retail, service, warranty, sales and shipping departments assisting them with any parts related questions.
• Review dealer web orders for accuracy.
• Process parts orders.
• Pull engineering prints for the orders that require them.
• Answer phone calls and respond to emails assisting dealers with locating their parts in a timely manner and work with them on any other difficulties they may be experiencing.
• Call dealers if i notice any inaccuracies with their order.
• Review and process return good authorizations.
• Review/process reorders and when the part is pulled to ship I would examine it to ensure the part pulled is correct and has no damages to prevent a 2nd re-order.

Parts Advisor 2016-01/2020

• Review dealer web orders for accuracy.
• Pull engineering prints for the orders that require them.
• Answer phone calls and respond to emails assisting dealers with locating their parts in a timely manner and work with them on any other difficulties they may be experiencing.
• Call dealers if i notice any inaccuracies with their order.
• Process parts orders.
• Review and process return good authorizations.
• Review/process reorders and when the part is pulled to ship I would examine it to ensure the part pulled is correct and has no damages to prevent a 2nd re-order.

One on one Dealer Web training Advisor 2016-2020

•Called dealers to schedule a training date/time that best suited them and entered it into my calendar for follow up.

•Called dealers at the scheduled time and walked them through how to use our website to order parts, submit return good authorizations, locate the parts they are needing quickly, locate tracking information and how to access the policy and procedure manual, etc.

Trained as a back up parts department coordinator 2016-07/2021

•Review and attach emails to the correct team folder

•Credit/debit return good authorizations.

•Run daily AM/PM counts for the parts,service,and warranty departments.

Receptionist 2011-2016

•Answered and directed incoming calls using multi-line telephone system.

•Greeted visitors, assessed needs and directed to appropriate personnel.

•Sorted incoming mail and directed to correct personnel each day.

•Received incoming packages and mail, dispersed parcels and shipped outgoing items.

•Oversaw office inventory by restocking supplies and submitting purchase orders.

•Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.

•Delivered administrative support to team members, including making copies, sending faxes, and organizing documents.

•Offered exemplary customer service to new and existing customers/dealers which helped build lasting relationships.

Parts puller and Manifest 2004-2011

•Maintained neat, clean, secure, well-organized and safe warehouse to easily locate parts.

•Labeled each pulled part with proper part number, order number and destination.

•Inspected pulled parts for defects, damage or deterioration.

•Monitored and maintained parts warehouse inventory, identified low stock items and arranged for immediate replenishment.

•Loaded outgoing shipping vehicles, carefully arranging ordered parts to avoid damage during shipment.

•Accurately Pulled parts orders in warehouse.

• Packed parts to prevent damages during shipping.