THE MAIN PURPOSE OF THE ROLE IS:
• Manages the Parts Department to ensure that customers' needs are met and the correct part is obtained the first time; increases focus on business growth, profitability, and employee satisfaction.
• Oversees all activities of the Parts Department including monitoring department finances, customer service, monitoring parts and accessories inventory, and merchandising.
• Reports To: Aftersales Manager
JOB DESCRIPTION – MAIN DUTIES AND RESPONSIBILITIES:
• Ensures that the correct part is available for every customer.
• Maintains a clean, professional environment.
• Monitors the flow of work in the Parts Department and intervenes as needed to ensure the work is completed on time, and Technicians’ needs are met
• Maintains high ethical standards in daily activities.
• Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.
• Works with all dealership personnel to ensure customer satisfaction.
• Establishes a purchasing policy and practice that ensures competitive bids from vendors for all tools, equipment, supplies, etc. to become a low cost producer.
• Builds a winning team by recruiting, hiring, training, coaching, evaluating, motivating, and rewarding Parts Department employees.
• Directs and schedules the activities of all Parts Department employees.
• Monitors and evaluates employee performance within Parts Department regularly, providing feedback, disciplinary actions, training, and career guidance as necessary.
• Develops pay plans that keep personnel focused on customer satisfaction, retail sales, and team goals.
• Ensures employees attend training programs to gain required skills and/or certifications.
• Delegates work as requested to ensure customer satisfaction, while developing employee skills.
• Provides information and offers assistance to employees as needed.
• Ensures a positive and safe working environment for employees.
• Develops a team atmosphere within the Parts Department.
• Establishes and maintains positive management/employee working relationship.
• Builds productive working relationships both within and across departments through clear communications using different forms (e.g., department meeting, daily information meetings, with boards, etc.)
• Has an approachable style; fosters open communication through active listening; maintains an open door policy.
• Generates pride and commitment within the Parts Department; instills customer and employee confidence.
• Speaks clearly, concisely, and effectively.
• Participates in management meetings to ensure open communications between departments.
• Promotes cooperation and teamwork among all dealership employees.
• Resolves all employee concerns in a prompt and effective manner.
• Solicits, encourages, and implements innovative methods/ideas to improve service and performance.
• Prioritizes work to ensure all deadlines are met.
• Handles customer complaints that require management's attention.
• Resolves internal conflicts among employees in the Parts Department.
• Plans, analyzes, and manages department finances.
• Establishes processes and standards to ensure customer satisfaction and efficient/effective Parts Department operations. And Maintains profitability of Parts Department.
• Coordinates with Service Department, Sales Department, Body Shop, General Manager, Ford Representatives, sublet vendors, and others to ensure effectiveness of the Parts Department.
• Manages departmental expenses in an effort to ensure the profitability of the dealership.
• Works with management to develop dealership's goals and objectives.
• Analyzes problems and establishes procedures to solve them.
• Develops marketing and merchandising plans and programs.