Sandra Bakker
Parts Specialist & Customer Service Coordinator
12+ years of experience in automotive parts and customer service
Profile
Sandra Bakker is the beating heart of our parts supply and a vital link between customers and mechanics at Faay Auto Groep. With over 12 years of experience in the automotive sector, including 8 years specializing in parts management, Sandra ensures that the right parts are available at the right time – crucial for efficient repairs and satisfied customers.
As a Parts Specialist and Customer Service Coordinator, Sandra combines technical knowledge of automotive parts with excellent customer service skills. She not only knows every part by name and part number, but also understands its technical function and can provide customers with clear advice on quality, fit, and alternatives.
Sandra works from our headquarters in Utrecht and coordinates the parts supply for all five locations. Her extensive supplier network, combined with her insight into inventory management, ensures that we almost always have the necessary parts available within 24 hours – often even faster.
Training and Certifications
- MBO Level 4 Commercial Management – ROC Utrecht (2010)
- Parts Specialist Certification – Automotive Parts Academy (2014)
- TecDoc Professional Certification – Certified TecDoc specialist for parts catalogs (2016)
- Customer Service Excellence – NCOI customer service certification (2018)
- Automotive Technical Knowledge – Basic automotive technology for non-mechanics (2015)
- Inventory Management – Inventory and logistics management (2019)
- BOVAG Customer Service Training – Professional customer approach automotive (2020)
- Dangerous Goods Handling – Safe handling of hazardous substances (oil, batteries, AdBlue) (2021)
Responsibilities and Expertise
Parts Management and Sourcing
Sandra is responsible for the entire parts process – from ordering to delivery and from inventory management to supplier relations. Her expertise ensures that our technicians always have the right parts to work efficiently.
Core activities:
- Parts Identification: Identify the exact part based on chassis number, license plate or technical specifications
- Quality selection: Advice on original, OEM or A-brand alternatives with an explanation of the differences
- Price comparison: Compare multiple suppliers for the best price-quality ratio
- Urgent orders: For urgent repairs, we can arrange parts within hours
- Inventory management: Optimal stock of fast-moving parts (filters, brake discs, spark plugs, etc.)
- Supplier management: Maintain relationships with 15+ suppliers for the best service and prices
- Returns handling: Handling incorrect orders or warranty claims
- Cost Control: Budget monitoring and cost savings through smart purchasing
Customer Service and Advice
In addition to parts management, Sandra is a key point of contact for customers. She answers questions, helps with appointments, and ensures customers feel heard and supported.
Customer Service Tasks:
- Telephone service: Answering customer questions about repairs, prices and scheduling
- Appointment scheduling: Coordinating appointments across all locations
- Price quotes: Compiling detailed quotes including parts and labor
- Status Updates: Proactively inform customers about the progress of repairs
- Invoice processing: Explanation of invoices and handling of questions
- Complaints handling: Initial reception of complaints and referral to responsible persons
- DIY Customers Advise: Helping hobbyists find the right parts
- Warranty matters: Coordinating warranty claims and communication with suppliers
Technical Parts Knowledge
Although Sandra isn't a mechanic, she has built up extensive technical knowledge of car parts over the years. She understands not only what parts are, but also how they work and what their function is in the vehicle.
Areas of Expertise:
- Engine parts: Filters (oil, air, fuel, cabin), spark plugs, glow plugs, timing kits, cylinder head gasket kits, water pump, etc.
- Brakes: Brake discs, brake pads, brake drums, brake shoes, brake caliper parts, ABS sensors
- Suspension: Shock absorbers, springs, rubbers, steering axle parts, wheel bearings, stabilizer bars
- Drivetrain: Clutch sets, drive shafts, cardan shafts, CV joints
- Exhaust: Catalytic converters, exhaust mufflers, lambda sensors, DPF filters, EGR valves
- Electric: Batteries, alternators, starter motors, spark plug cables, sensors
- Relief: Lamps (halogen, xenon, LED), headlights, taillights
- Wearing parts: Windshield wipers, tires, V-belts, poly-V belts
- Liquids: Engine oil (specifications), coolant, brake fluid, transmission oil, AdBlue
- Air conditioning: Filters, compressor parts, condenser, evaporator, refrigerant
TecDoc and Catalog Systems
Sandra is a certified TecDoc specialist, meaning she can work professionally with the world's largest automotive parts database. TecDoc contains technical information and part numbers for virtually all car brands and parts manufacturers.
TecDoc Skills:
- Identifying parts based on vehicle data (VIN, license plate, type)
- Cross-reference between different component manufacturers
- Look up technical specifications (dimensions, capacities, specifications)
- Check compatibility (does this part fit this vehicle?)
- Find alternative parts (OEM equivalents of original)
- Consult assembly instructions and technical drawings
In addition, Sandra has access to manufacturer-specific catalogues such as ETKA (VAG), EPC (Mercedes), ETK (BMW) for original part numbers.
Supplier Network and Partnerships
A good parts specialist is only as good as her supplier network. Over the years, Sandra has built strong relationships with a broad network of reliable suppliers:
Our Main Suppliers:
- Stahlgruber/B-Parts: Europe's largest automotive wholesaler, for a wide range of A-brand parts
- Autodis: Fast delivery of quality parts, competitive prices
- Facet/Inter-Team: Regional with personal service and multiple daily deliveries
- Bosch Automotive: Direct contact for Bosch parts and diagnostic equipment
- Original Parts: Direct lines to VW/Audi, Mercedes, BMW, Volvo, Toyota parts departments
- Special Suppliers: Niche suppliers for classic cars, American, Japanese, performance parts
Service Levels:
- Same-Day Delivery: When ordering before 10am, delivery will be made the same day
- Multiple Daily Runs: Suppliers with 2-3 delivery rounds per day
- Emergency Service: For emergencies, parts can be delivered within 2-3 hours
- Direct Shipping: For very specific parts directly from the factory/import
- Weekend Service: Some suppliers also deliver on Saturdays
Original vs OEM vs Aftermarket – Sandra's Advice
One of Sandra's most frequently asked questions is: "Should I get the original, or is an alternative also good?" Sandra always clearly explains the differences to her clients:
Original Parts
- What is it? Part with car manufacturer logo, purchased from dealer or through dealer-parts network
- Advantages: 100% guaranteed fit, often longest warranty, maintains factory warranty
- Disadvantages: Most expensive option, often identical to OEM but with brand logo
- When to advise: Cars under factory warranty, very critical parts (airbags, ABS), customer preference
OEM Parts (Original Equipment Manufacturer)
- What is it? Produced by the same factory that supplies the original, but without the car manufacturer logo
- Advantages: Identical quality as original, 20-40% cheaper, often same warranty
- Disadvantages: No car manufacturer logo (important for some when selling)
- When to advise: Best value for money, Sandra's most recommended option for most repairs
- Examples: Bosch, Sachs, Brembo, Continental, Mahle produce for many car manufacturers
A-brand Aftermarket
- What is it? Quality brand from a renowned manufacturer, not an original supplier but of comparable quality
- Advantages: Good quality, good warranty, competitive prices
- Disadvantages: Sometimes a slightly less perfect fit, can have a shorter lifespan
- When to advise: Budget-conscious customers, older cars, non-critical parts
- To notice: SKF, Monroe, Ferodo, Gates, Valeo, Hella, etc.
Sandra's Golden Rule: “We NEVER use cheap C-brand parts from unknown sources. At Faay Auto Groep, you can choose from original, OEM, or A-brand parts – all with a warranty. I always explain the options with transparent pricing, and you decide what best suits your situation.”
Method and Philosophy
Sandra's work philosophy revolves around three pillars: speed, accuracy and service.
Speed
“"Every minute a technician has to wait for parts is wasted time – and costs the customer money," says Sandra. That's why she works proactively:
- Pre-order based on diagnosis (before final approval)
- Keeping stock of fast-moving parts
- Compare multiple suppliers and choose the fastest option
- In case of urgency, collect personally from supplier
Accuracy
Sandra's order error rate is less than 1% – extremely low in the industry. How does she do it?
- Always double-check part numbers
- Compare photos of old part with new
- If in doubt, contact the technician or supplier's technical service
- Systematic working method and checklists
Service
For Sandra, no question is too outlandish and no client too demanding. She takes the time to explain, provides honest advice, and thinks along with you:
- Clear explanation of technical components
- Proactively offer alternatives if a part is expensive or not available
- Notify customers if part is on backorder
- Present multiple options with pros and cons
Career and Experience
2016 – Present: Parts Specialist & Customer Service Coordinator at Faay Auto Groep
Sandra started at Faay Auto Groep as a customer service representative but quickly rose to her current role as Parts Specialist. She is responsible for:
- Complete parts supply for 5 locations
- Manage a team of 2 part assistants
- Negotiating supplier contracts
- Stock management and inventory optimization
- Customer communication and service coordination
- Training new employees in parts systems
2012 – 2016: Parts Advisor at Automotive Wholesale
At a large automotive wholesaler, Sandra learned the ins and outs of the parts business. She advised garages on the right parts and built up knowledge of thousands of different products.
2010 – 2012: Customer Service at Car Dealer
After her training, Sandra started working in customer service at a car dealership. There, she developed her customer service skills and gained her first exposure to the automotive industry.
Frequently Asked Questions to Sandra
“How quickly can you deliver parts?”
Answer: For standard parts (filters, brakes, spark plugs, etc.), we often have them in stock or can deliver from our suppliers within 2-4 hours. For specific parts, orders placed before 10:00 AM are usually shipped the same day. Very specific parts can take 1-2 business days. In urgent cases, I can often expedite delivery by collecting directly.
“Can I install parts myself?”
Answer: Yes, that's possible. I'm happy to help you find the right parts. Please note that we cannot provide a warranty on parts that we haven't installed, and self-installed parts cannot be returned. For complex parts, I always recommend professional installation.
“Why are parts sometimes more expensive than online?”
Answer: Online prices may seem lower, but don't forget that these often include shipping costs, no guarantee of the correct part, and no technical advice. We guarantee you'll receive the correct part, offer a warranty, can deliver expeditiously, and are here to help if you have any problems. Furthermore, you'll receive professional installation advice from us. This often makes us more cost-effective and reliable.
“What if the part doesn't fit?”
Answer: This rarely happens because I work very carefully with chassis numbers and cross-references. But if it does happen, I'll exchange it immediately – no hassle, no extra costs. I take full responsibility for the accuracy of ordered parts.
“Can you also supply parts for classic cars or special cars?’
Answer: Yes! I have an extensive network, including specialist suppliers for classic cars, American cars, Japanese imports, and specialty brands. It might take a little longer, but I almost always find it enjoyable. I actually enjoy these kinds of challenges!
Personal
Sandra lives in Nieuwegein with her partner and their dog, Max, an enthusiastic Labrador. In her free time, Sandra volunteers at the local animal shelter, where she helps with administration and fundraising.
Although Sandra isn't a fan of tinkering herself, she has developed a fascination with automotive technology through her work. She finds it fascinating to see how all the components of a modern vehicle work together. Sandra drives a Toyota RAV4 Hybrid – chosen for its reliability and practical cargo space for her dog.
Colleagues describe Sandra as meticulous, service-oriented, and always cheerful. "Her positive energy is infectious," says Linda van Dam. "Even on busy days, Sandra remains calm and helpful. She's truly the center of attention."’
Why Sandra is an Essential Link
In a garage, efficiency is everything. A mechanic who has to wait for parts costs time and money. Wrong parts mean duplicate work and frustrated customers. Sandra's role is crucial because she:
- Downtime Minimizes: Right parts on time = faster repairs
- Errors Prevent: Less than 1% margin of error saves a tremendous amount of time and frustration
- Cost Optimizes: Best price-quality ratio through supplier comparison
- Customer satisfaction increases: Clear communication and proactive updates
- Expertise Shared: Advises customers and technicians on the best solutions
Contact Sandra
Do you have questions about parts, pricing, or availability? Sandra is happy to help. You can reach her at:
- Phone: 030-1234567 (Utrecht branch)
- E-mail: parts@faayautogroep.nl
- WhatsApp: For urgent questions and photos of parts
Sandra is available Monday – Friday: 9:00 – 18:00.
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