Parts CSR & Dispatch (Performance Auto Group - Head Office Muskoka)

Here’s what you’ll deliver:

Muskoka Region Parts Dispatch and Coordination: Plan, dispatch, and coordinate parts delivery across the Muskoka region (the core of the role) by:

• Planning and dispatching the Muskoka-area parts delivery schedule, sequencing local runs and longer regional runs and adjusting to daily order volume and priorities.
• Making sure parts sourced from dealership stores, the wholesale network, and outside vendors are received, staged, and routed so deliveries arrive on time and downstream work is not held up.
• Coordinating and supervising parts drivers covering the Muskoka region: daily assignments, route sequencing, scheduling, back-up coverage, and day-to-day delivery performance.
• Overseeing loading and unloading of delivery vehicles and the staging of parts for each drop.
• Operating and maintaining dispatch and routing software (Elite EXTRA) for route planning, ETAs, proof of delivery, and order status, and keeping delivery records accurate.
• Managing time-sensitive and rush deliveries, giving realistic delivery windows to the receiving locations.
• Closing off and reconciling the drivers' credit card machines at the end of each day, matching payments to invoices and flagging any discrepancies.
• Tracking delivery performance and flagging recurring problems such as missed windows or route inefficiencies to the Logistics Operations Manager.
• Helping standardize Muskoka dispatch practices to match the rest of the PAG network, and documenting workflows and SOPs.
• Training customers on the Elite EXTRA Returns Portal to expand and improve the parts returns process.
  

Parts CSR, Customer Support and Lead Follow-Up: Support parts customers and keep leads and backorders moving by:

• Supporting the wholesale team with new account onboarding as the main point of contact after the initial sales handoff: qualifying the lead, collecting basic business information, assisting with credit applications, and making sure the account is set up before it is passed back to the wholesale team for closing and ongoing relationship management.
• Funnelling customer parts inquiries and orders to the right dealership for fulfillment (this role directs and coordinates, but orders are fulfilled at the dealership, not by this position).
• Following up on backorders and parts inquiries as the main focus: chasing status, keeping customers updated on ETAs, and making sure nothing falls through the cracks.
• Being a friendly, reliable contact for existing parts customers, with regular check-ins on order status, pricing, and availability, so accounts feel looked after.
• Following up on open leads, quotes, and callbacks to keep opportunities moving.
• Keeping customer records current, making sure sales reps' notes and contact details are up to date in CDK and Elite EXTRA.
• Capturing customer feedback and flagging recurring issues or product opportunities to the wholesale team.
• Using CDK and company-provided AI tools to improve replies, parts look-ups, and follow-ups.
• Escalating pricing or sourcing questions to the Wholesale Parts Managers when needed.
  

What do you need to succeed?

• Experience in dealership parts operations, dispatch, or logistics coordination; automotive environment strongly preferred.
• Knowledge of dealership parts workflows is an asset.
• Strong organization and scheduling ability, comfortable managing multiple delivery routes and shifting priorities.
• Customer-service and light sales orientation, comfortable qualifying leads and building rapport by phone, email, and in person.
• Strong written and verbal communication skills.
• Good with CDK reporting and parts management systems.
• Comfortable with delivery and dispatch software (Elite EXTRA an asset) and standard office tools.
• Comfortable using company-provided AI tools and prompts to speed up communication and parts look-ups.
• Highly organized and detail-oriented in order tracking, dispatch, and daily payment reconciliation.
• Able to direct and coordinate drivers, and to help with loading and unloading when needed.
• Able to step in on deliveries in emergency situations only.
• Valid Ontario Driver's License with a good driving record required.
• Positive, professional attitude with the ability to perform well under pressure in a fast-paced, changing environment.
• Reliable, self-directed, and comfortable working across two reporting lines.

What’s in it for you?

• Excellent management support and guidance
• Opportunities through our Internal career development program
• Access to health, dental and vision insurance
• Disability, critical illness and life insurance for the unexpected
• Our Employee Assistance Plan (EAP) for you and your family's wellness
• Discount on vehicles, service and parts for you and your family
• Discounts to retailers and service providers across the country
• Free and engaging employee events
• Did we mention we love giving back to our communities?!
  

Job Type: Full Time - Permanent

Compensation (expected hourly wage): $25.00 - $30.00 per hour. The starting rate will be set within this range based on job-related factors such as relevant skills and experience.

Performance Auto Group is a leading automotive company in Ontario with over 2000 employees, 23 brands and 44 locations in Brampton, Brantford, Bolton, Grimsby, Mississauga, Orangeville, St. Catharines, Huntsville and Toronto. Performance Auto Group also includes AutoPlanet, Canada’s largest indoor used car showroom.

This recruitment process involves the use of artificial intelligence, and this job posting is for an existing vacancy.

Performance Auto Group is an equal opportunity employer. Accommodations are available throughout the recruitment and selection process in accordance with applicable legislation. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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