Job Description
Order Processing Accuracy – 40%
Service Standard:
Maintain at least 98% accuracy in processing and validating dealer spare parts orders, including correct part number confirmation and complete order documentation.
Measurement:
Error-free processed orders ÷ Total processed orders × 100
Backorder & Escalation Management – 25%
Service Standard:
100% documented follow-ups on backorder items within 24 hours of identification and resolution of dealer order escalations within 48 hours.
Measurement:
Timely backorder follow-ups ÷ Total backorders;
Escalations resolved within 48 hours ÷ Total escalations
Warehouse & Process Coordination – 20%
Service Standard:
Ensure at least 95% compliance with agreed order-to-dispatch timelines based on warehouse SLA reports and 100% adherence to documented order process flow.
Measurement:
Orders processed within SLA ÷ Total o...
Service Standard:
Maintain at least 98% accuracy in processing and validating dealer spare parts orders, including correct part number confirmation and complete order documentation.
Measurement:
Error-free processed orders ÷ Total processed orders × 100
Backorder & Escalation Management – 25%
Service Standard:
100% documented follow-ups on backorder items within 24 hours of identification and resolution of dealer order escalations within 48 hours.
Measurement:
Timely backorder follow-ups ÷ Total backorders;
Escalations resolved within 48 hours ÷ Total escalations
Warehouse & Process Coordination – 20%
Service Standard:
Ensure at least 95% compliance with agreed order-to-dispatch timelines based on warehouse SLA reports and 100% adherence to documented order process flow.
Measurement:
Orders processed within SLA ÷ Total o...