Reports to: Supply Chain Manager
JOB PURPOSE
To manage and coordinate the end-to-end Parts ETA process, ensuring that accurate, timely and reliable ETA information is available to dealers and internal stakeholders. The Parts ETA Controller is responsible for monitoring parts orders, factory supply, order confirmations, shipment progress, customs clearance status, warehouse receipt and stock availability to provide accurate ETA information and proactively identify potential delays.
The Parts ETA Controller is responsible for the management and communication of ETA information.
KEY RESPONSIBILITIES:
1.1 Parts ETA Management
● Manage and monitor Parts ETA enquiries received from dealers and internal stakeholders.
● Review parts orders to confirm part number, quantity, order status and availability.
● Provide accurate and timely ETA information based on the latest confirmed information.
● Monitor parts from order placement through to factory confirmation, shipment, arrival, warehouse receipt, and stock availability.
● Identify overdue, delayed, backordered, and critical parts.
● Proactively communicate ETA changes and delays to relevant stakeholders.
● Maintain accurate and up-to-date ETA information.
● Prioritise urgent, VOR and critical dealer requirements.
● Investigate discrepancies between system ETA information and actual parts status.
● Ensure ETA enquiries are followed through to resolution.
● Maintain appropriate records of ETA updates and communications.
1.2 Dealer Communication and Support
● Act as a central point of contact for Parts ETA enquiries.
● Provide clear, accurate, and professional ETA information to dealers.
● Communicate delays and revised ETAs proactively.
● Manage dealer expectations where ETAs are provisional or subject to change.
● Explain parts order and shipment status where required.
● Ensure dealer enquiries are responded to within the agreed service-level timeframe.
● Identify recurring dealer ETA enquiries and escalate underlying supply issues.
● Redirect enquiries outside the ETA function to the appropriate department.
1.3 Internal Stakeholder Coordination
Work closely with:
● Parts Management
● Parts Planning
● Parts Logistics
● Procurement
● Factory/Suppliers
● Warehouse
● Customs/Clearing Agents
● Finance, where relevant
● IT/Systems Support
● Dealer Network
● Other relevant internal departments
Ensure information is shared accurately and timeously among all relevant stakeholders.
1.4 Systems and Data Management:
● Maintain accurate Parts ETA information in relevant systems.
● Utilise the Global Dealer Management System (GDMC) or applicable Parts Ordering System to monitor order status and dealer requirements.
● Utilise WMS information to monitor inbounding and stock availability.
● Validate system information against factory, logistics, and warehouse updates.
● Identify and report system or data discrepancies.
● Follow up with IT/System Support where system information is incorrect or is not updating.
● Maintain accurate ETA trackers and supporting records.
● Ensure data integrity across Parts Ordering, Logistics and Warehouse systems.
1.5 Reporting and Analysis:
● Prepare daily, weekly and monthly Parts ETA reports as required.
● Report on outstanding and overdue parts orders.
● Monitor backorders and supply constraints.
● Track critical and VOR parts.
● Monitor shipment-related ETA delays.
● Report on ETA accuracy and service levels.
● Analyse dealer ETA enquiry volumes and trends.
● Identify recurring delays and supply-chain issues.
● Provide management with accurate ETA information and exception reports.
● Maintain appropriate dashboards, trackers, and management reports.
● Provide data and analysis to support Parts Planning and supply-chain decisions.
1.6 Escalation and Problem Solving:
● Identify parts supply risks before they impact dealers.
● Escalate overdue, critical, and high-priority parts.
● Investigate the root cause of ETA delays.
● Coordinate with the relevant department to obtain corrective action.
● Monitor unresolved ETA issues to closure.
● Escalate recurring factory, supplier, logistics, customs, warehouse or system issues.
● Highlight potential operational and customer-service risks to management.
● Recommend solutions to improve parts availability and ETA accuracy.
1.7 Process Improvement
● Review and improve the Parts ETA process.
● Develop and maintain Parts ETA SOPs, work instructions and communication procedures.
● Standardise ETA communication for dealers.
● Identify opportunities to reduce manual processing and repetitive enquiries.
● Recommend system enhancements to improve ETA visibility.
● Develop and maintain ETA trackers and reporting tools.
● Establish effective escalation procedures for critical and overdue parts.
● Analyse recurring ETA issues and recommend preventative actions.
● Participate in cross-functional process improvement initiatives.
● Support effective knowledge transfer when systems, suppliers, or logistics providers change.
2. KEY PERFORMANCE INDICATORS
Performance may be measured against the following:
| KPI | Measurement |
|---|---|
| ETA Response Time | % of enquiries responded to within agreed SLA |
| ETA Accuracy | % of communicated ETAs achieved |
| Outstanding Enquiries | Number of unresolved ETA enquiries |
| Critical Parts Management | % of critical/VOR parts actively monitored |
| Proactive Communication | Delays communicated before dealer escalation |
| Data Accuracy | Accuracy of system and ETA information |
| Shipment Visibility | % of active shipments with current status |
| Backorder Monitoring | Age and volume of outstanding backorders |
| Escalation Management | Time taken to resolve escalated ETA issues |
| Dealer Service | Reduction in repeat ETA enquiries / service feedback |
| Reporting | Accuracy and timeliness of required reports |
3. QUALIFICATIONS
● Grade 12 / Matric required.
4. EXPERIENCE
● 2–3 years' experience in automotive parts, logistics, supply chain, order management, inventory management, or related environment.
● Experience within an automotive OEM, distributor, dealership or aftermarket environment would be advantageous.
● Experience dealing with dealers, suppliers, factories, or logistics providers.
● Experience with parts ordering and tracking processes.
● Experience using ERP, dealer management, warehouse management, or parts ordering systems.
● Experience in reporting, data analysis, and Excel.
5. TECHNICAL COMPETENCIES
● Automotive parts knowledge (advantage)
● Parts ordering and order management
● Supply chain and logistics understanding
● Parts ETA management
● Shipment tracking
● Inventory and warehouse processes
● WMS knowledge
● SAP or other ERP system experience
● Microsoft Excel and reporting
● Data analysis and reconciliation
● Strong written and verbal communication
6. BEHAVIOURAL COMPETENCIES
● Strong attention to detail
● Excellent follow-up skills
● Proactive approach
● Strong communication skills
● Problem-solving ability
● Customer and dealer focused
● Ability to prioritise urgent requirements
● Ability to work under pressure
● Accountability and ownership
● Strong stakeholder management
● Teamwork and collaboration
● Ability to manage multiple priorities
● Analytical thinking
● Continuous improvement mindset
CVs to be emailed to careers@gwm.co.za
Closing date: 31st August 2026
