The webshop - more than a spare parts store

The webshop team has three employees. Since 2016, Matthias Röthlin, Head of Webshop, has been working together
with Tonino Aliprandi in the office and Monika Haldener in the packing station. The largest customer group includes the approximately 60 service partners in Switzerland who repair Swiss Post's electric vehicles. According to the maintenance contract, KYBURZ is responsible for training and educating the service partners and ensuring that they have the spare parts they need.

The inquiries come from private customers in Switzerland and abroad and from business customers in Europe and overseas. Matthias Röthlin: "Whatever orders come in on a given day, we want to be able to process and ship on the same day."

Replenishment twice a day
The two warehouses are located in Freienstein and Embrach. Parts that are used regularly are stored in Freienstein. From the main warehouse in Embrach, the material is delivered twice a day by shuttle transport. In recent years, the range of vehicles and the customer base abroad have grown considerably. Spare parts for repairs and accessories are available for order in the webshop. The more than 20'000 KYBURZ vehicles want to be maintained and repaired. In addition to timely shipping, returns must also be organized because electronic components are returned. They are checked and revised at KYBURZ.

Worldwide deliveries - consulting service included
In Switzerland, spare parts packages are delivered by the postal service. Freight forwarding companies handle large deliveries on pallets. Foreign, large business customers, sometimes have their goods picked up by their own freight forwarder. The webshop team also supplies the service partners in Germany, Australia, New Zealand, Iceland, Finland, Norway, and the Netherlands. Besides, there are dealers in Switzerland.
The orders that come in over the Internet, by mail or by phone, are checked and released.
The web store employees also provide actionable advice. They work closely with the internal service staff and, if necessary, make clarifications for customers. If necessary, the correct part is picked out with the help of the vehicle database. "For our service partners, the web store includes about 900 items with photos. For international customers, we each create a spare parts list specific to their vehicle profile. We shipped over 7700 domestic and over 400 international orders in 2019. That corresponds to two lattice truckloads full of packages every day," explains Matthias Röthlin.

Logistical masterpiece
The web store warehouse and the main warehouse are stocked, and for international customers, the web catalog is available in English and French. Every year KYBURZ produces up to 3000 new vehicles, so it takes a logistical masterstroke to meet the demand for spare parts. Taking spare parts from the current production is, of course, out of the question.

This text appeared in the KYBURZ Magazine. The printed KYBURZ Magazine is published annually and portrays customers, employees, products, suppliers, and KYBURZ Switzerland AG, partners.