Service Market Logistics (SML), part of Volvo Group Trucks Operations, serves all brands and business areas by managing and optimizing service parts availability and distribution to secure customer uptime. Through our operations, we provide world class service focusing on delivery precision, quality, continuous improvement, cost efficiency and synergies delivering value all the way to our customers. We embrace innovation and new technologies and work with environmental care and sustainability at heart. Our footprint consists of 40 distribution centers and 3,800 employees worldwide, and we strive for an innovative and diverse workplace, exercising the Volvo Group values with high focus on Customer Success. We are Proud to Deliver. Making a Difference. For People. Every Day.

SML North America (NA) is a part of SML and has about 1,000 employees across the United States, Canada and Mexico. We operate the Central Distribution Center in Byhalia, MS as well as Regional Distribution Centers across the NA region.

Mission/Purpose of the Position

The Backorder Recovery Coordinator II position is part of the Supply Planning & Dealer Inventory Management (SP/DIM) organization within SML NA. The SP/DIM organization is responsible for parts availability, backorder recovery, delivery precision and inventory.

The purpose of this position is to expedite all unavailable stocking and non-stocking parts to the Dealer network for specific Business Areas. This position is responsible for the quality and efficiency of determining the best method for delivering a part on an existing parts order including escalating situations. This position works closely with the Parts Services Order Desk.

Scope & Influence

This position reports to the Manager/Supervisor, Backorder Recovery and is located in Greensboro, NC.

Essential Functions

• Handle multiple complex priorities of significant impact to the company with an appropriate sense of urgency.

• Ensure all unavailable parts ordered are resourced and delivered ASAP in the most efficient, cost effective way to satisfy the needs of the Customer.

• Establish and maintain a strong working relationship with Suppliers, Manufacturing Facilities, Purchasing, Procurement, Parts Planning, Pricing, Specifications, etc…

• Provide expert support and guidance to the BOR Team which includes, but is not limited to, ensuring that case volumes are distributed across the entire team, coordinating training of new Coordinators, and serving as first line contact when questions arise.

• Establish and maintain a strong working knowledge of Supplier and Volvo Parts, Volvo and Mack mainframe systems, AS400, SPM, Filemaker, DFS (Dealer Facing System - Compass), LPA processes, etc… Act as a resource for lesser-skilled employees for these systems.

• Coordinate, monitor and process parts class 1 and 2 backorders for the specific Business Areas.

• Fully engage with the Emergency Services and Parts Services Order Desk Teams, ensuring work flow is implemented and streamlined, thereby minimizing down time for the end user/Customer.

• Identify, report, and implement continuous process improvements which will ensure efficiencies in backorder recovery performance.

• Meet team performance targets (KPI’s-Key Performance Indicators) for assigned customer base.

• Provide training to associates within the BOR team on any required processes or systems.

• Work on continuous improvement through the Volvo Production System.

• Act according to the Volvo Values.

• Other duties as assigned by management.

Minimum Education & Experience

• Bachelor’s degree in a business-related field, or equivalent experience, required.

• 2-3 years of customer service experience working frontline with Dealers and/or Customers.

• Demonstrated ability to work in a fast-paced team environment striving towards operational excellence guided by Volvo’s Values and the Code of Conduct.

Necessary Technical/Functional/Language Skills

• As all documentation is in English, proficiency in the English language is required.

• Excellent written and verbal communication skills.

• Strong interpersonal skills.

• Ability to work effectively independently, as well as in a team environment.

• Intermediate negotiating skills.

• Innovative problem solving, research and analytical skills.

• Excellent computer skills (Mainframe and Microsoft Windows environment).

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

A new era is here. Technologies such as big data, automation and artificial intelligence are changing the way we look at manufacturing and logistics. Volvo Group Trucks Operations is the organization responsible for truck manufacturing and logistics within the Volvo Group and is shaping future industries.

Volvo Group Trucks Operations encompasses all production of the Group’s engines and transmissions as well as the production of Volvo, Renault and Mack trucks. The organization is also responsible for spare parts supplies to the Group’s customers and for designing, operating and optimizing logistics and supply chains for all brands. Together, Volvo Group Trucks Operations represents 30,000 employees at 30 plants and 50 distribution centers across the globe. Our global industrial footprint offers an opportunity for an international career in a state-of-the-art industrial environment, in which continuous improvement is the foundation. Join our teams as well!