Daveonna Jackson

Utilize NetSuite to assist customers with order updates, managing orders, and processing returns. Coordinate warehouse pickups and deliveries, issue return labels, and work with sales and service teams to ensure timely delivery. Communicate with internal and external teams on priority orders.

Communicated with Volkswagen and Audi dealers across the U.S. and Canada through phone, chat, and email to support parts order requests. Utilized SAP to submit, modify, and review orders, confirm parts availability at a local and supplier level, and provide ETA information to ensure timely service and dealer satisfaction.

Managed the Importer Catalog Process for the North American Region (NAR) by analyzing reference documents to validate and release correct parts for dealer availability in the Electronic Parts Catalog (ETKA). Identified and reported factory errors or omissions, updated parts to reflect supplier changes such as obsolescence or supersession, and performed VIN validation checks to ensure accurate releases. Prepared and sent catalog files to the Launch team to support initial ordering and maintained comprehensive team reference materials to ensure consistency and accuracy.

Communicated with Volkswagen and Audi dealers across the U.S. and Canada through phone, chat, and email to support parts order requests. Utilized SAP to submit, modify, and review orders, confirm parts availability at a local and supplier level, and provide ETA information to ensure timely service and dealer satisfaction. Served in a dual-role as a Parts Specialist Technical Chatter, offering advanced support by assisting dealer in accurate part selection. Contributed to team development by mentoring new hires in both 2019 and 2020 and creating a Parts Specialist Standard Work Guide to improve onboarding and consistency across the team.

Corresponded with Volkswagen and Audi customers to guide them through end-of-lease options, including vehicle returns, lease extensions, early terminations, and lease-to-loan transitions. Assisted in arranging off-lease vehicle purchases and offered Vehicle Protection Plans, while also calculating financing options tailored to individual needs. Achieved 108% of the Vehicle Protection Plan quota in 2015, demonstrating strong sales performance. Volunteered and selected to participate in the 2016 Customer Experience Initiative to support company-wide improvements. Additionally, developed a how-to guide for a new phone system to assist team members with a smoother transition.