The company launched its 5-Star Partner service last January, and the service includes a parts distribution system with high-fill rates and on-time delivery.  The Customer Care Center is the latest element in its 5-Star Partner service.

“Based on our years of servicing and listening to our customers, we determined it was time to take our service level up a notch,” said Shelly Beneteau, senior manager of Customer Service at CVA.  “Our goal is to achieve first-call resolution – answering customers’ calls within 20 seconds, and if there’s follow-up or research required, resolution will occur within 24 hours.”

Customers can expect to receive – by phoning 888-725-9355 in the U.S., or 800-387-3889 in Canada a simplified phone menu for pricing and availability or to place an order; to identify a part, or to receive technical help; or to access the Care Center for all other inquiries. Additionally, all calls will be assigned a case number and followed by team members to closure, identifying areas in need of improvement

Online information and order status will be updated hourly on XpresswayPlus.com, a website created solely for aftermarket customers.

“It’s important that our customers see true value in their supplier-partner,” said Todd Kindem, director of North America Sales & Marketing at CVA.  “We understand our customers need and deserve quick and accurate answers, whether it’s through our Customer Care Center or our district sales managers.  This enhancement announced today takes our service level up and enables us to continue to improve our services in the years ahead.”

ArvinMeritor’s Commercial Vehicle Aftermarket group, based in Florence, Ky., offers replacement parts for the company’s complete braking systems, drive-steer-trailer axles, drivelines and suspension and ride control products in North America, Europe, and South America. The aftermarket parts are distributed under the Meritor and Euclid brands.

ArvinMeritor Inc. serves commercial truck, trailer and specialty original equipment manufacturers and certain aftermarkets, and light vehicle manufacturers.  Headquartered in Troy, Mich., the company employs approximately 18,000 people in 23 countries.