The DAC Agent role is responsible for answering dealer enquiries relating to GME brand parts and accessories (P&A), warranty, vehicle off road (VOR) and Electronic Parts Cataloguing (EPC) enquiries from GME dealerships and service partners.

The DAC Agent uses the information provided by dealers, predetermined procedures, systems and his/her own experience, to resolve such contacts from dealers.

The role is intended to ensure the accurate and timely handling of such contacts from dealers and thereby increasing customer satisfaction, both with the dealerships and their customers.

Responsibilities include:

• Handles dealer contacts, including incoming telephone calls, emails and faxes relating, but not limited to, processing dealer contacts for Parts back-order, VOR enquiries (tracking and resolution), warranty administration in accordance with KPI requirements.
• Delivers service excellence by efficiently problem-solving and reacting to dealer situations in a professional, polite and clear manner.
• Accurately logs all dealer contacts and tracks contacts using all relevant databases and systems.
• Evaluates need for contact escalation and forwards problem contacts according to defined processes.
• Interacting on a daily basis with European CAC and TAC staff to facilitate DAC case resolution.
• Interface with NSC field staff and head office personnel on warranty and policy issues.
• Liaison with European parts warehouse, cataloguing and materials management staff to expedite urgently required parts
• Provide continuous feedback to the central and European parts and materials management organisations.
• Entry of all parts VOR/Back order into the VOR tracking system for follow up and resolution.
• Follow up and tracking through the closed loop process of all parts VOR/ back order cases.
• Scrutiny and approval/ rejection of all policy replacement requests from in-country dealerships.
• Management of local warranty file enquiries and claims corrections
• Understands and applies GME brand policies and empowerment to resolve dealer requests.
• Reads and researches relevant materials and resources to stay current with all relevant procedures.
• Attends meetings for review of issues, assignments, regular discussion.
• Performs other related duties, as assigned.