Parts Ordering Process

The parts ordering process in a dealership outlines how needed parts (for repairs, maintenance, or inventory stock) are requested, ordered, received, and stored.

For customer repairs, it begins with either a technician identifying a needed part during a job or a customer requesting an accessory. The parts advisor checks if the part is in stock; if not, they create an order request. For OEM parts, this is often done through the manufacturer’s parts portal or via a daily stock order which might come next day or in a couple of days, depending on urgency (there are usually options like emergency order vs. regular order). The advisor will usually inform the service team or customer about the ETA. In cases where the needed part is backordered (not immediately available from the manufacturer), the parts department will communicate updates and perhaps look for alternatives (like if an aftermarket part is acceptable or if any dealer in the country might have old stock, sometimes dealers trade parts too). For customer pay jobs, usually a deposit might be taken if the part is very expensive or the customer isn’t leaving the vehicle at the shop.

For warranty jobs, the dealer follows the OEM’s guidelines; sometimes the OEM wants the old part back, so the process includes tagging the removed part for return shipping (to get credit). Internally, the parts ordering process also covers keeping track: making a special order record, so when the part arrives it’s matched to the correct RO or customer, and notifying whoever needs it. The system will update inventory quantities and possibly suggest adding that part to regular stock if it’s requested often.

In Canadian dealerships, this process can also involve customs clearance if a part has to come from the U.S. or abroad, though most common parts are warehoused in Canada by the automakers. A good parts ordering process balances speed (to get jobs done quickly) with cost (avoiding too many pricey rush orders by managing inventory well). It’s key to service department efficiency – a slow or error-prone ordering process can lead to long customer wait times and tied-up service bays, whereas a smooth process keeps work flowing and customers happy that their needed part arrived as promised.