Overview

Required Experience: Outgoing, friendly personality and superior communication and customer service skills. Minimum of 3 – 5 years of parts management experience in the powersports industry. Knowledge and experience with Parts & Accessories of Harley-Davidson motorcycles and other products sold by the dealership, or the demonstrated ability to learn quickly. Experience with point-of-sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge and experience with computers. Must be able to get along with a broad customer base. Willingness and ability to work a flexible schedule, including weekends.

Job Operation Responsibilities:
·         Set-up and maintain a smooth running, efficient P&A department.
·         Ensure P&A personnel are well trained and available when needed.
·         Ensure the needs of the service department are being met.
·         Review all stock orders to ensure a fast moving balanced inventory of Parts & Accessories.
·         Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio.
·         Assist staff when needed.
·         Supervise and maintain an accurate up-to-date inventory management and control system.
·         Become familiar and efficient with all phases of the computer system required for service & parts management
·         Establish procedures for ordering, receiving, logging into inventory, displaying, and selling all merchandise.
·         Ensure employees keep a clean and orderly department.
·         Generate and review Inventory reports from Dealer Information System.
·         Notify service personnel when special parts or back-ordered parts are received.
·         Provide excellence customer service to all of the dealership’s customers.
·         Must possess multitasking skills while maintain individual customer satisfaction.
·         Handle all forms of method of payments. Accept cash & credit card payments for merchandise purchases. Keep cash register accurate.
Management:
·         Employ sound management practices to ensure parts department contributes acceptable levels of gross and net profit.
·         Maximize return on investment of parts inventory.
·         Grow the volume of P&A sales.
·         Maintain budgeted revenue and expense objectives.
·         Develop advertising and promotional campaigns for merchandise.
·         Provide reports to Dealer Principal or General Manager, as requested.
·         Develop monthly and annual objectives for the department in collaboration with P&A /Service Director or General Manager.
·         Attend training sessions to keep current with P&A merchandising and inventory control issues.
·         Establish departmental work schedule, balancing the workload of all employees.
·         Establish job assignments for all P&A employees within their skill level.
·         Set policies and procedures for P&A department.
·         Manage employee performance (evaluate and council).
·         Assist P&A/Service Director or General Manager with recruiting, interviewing, hiring, and terminating employees.
·         Maintain records of all employee performance reviews.
·         Provide training for all P&A employees (seminars; workshops; P&A sales, inventory mgmt., etc.).
·         Oversee Parts to Service Liaison Position as well as Assistant Manager/Inventory Control.
Customer Service:
·         Handle telephone transactions quickly, and courteously.
·         Provides superior customer service to both internal (Service Department) and external customers.
·         Greet customers immediately, in a courteous and friendly manner.
·         Handle telephone transactions quickly, and courteously.
·         Point out any sales, specials, or new merchandise to staff and customers.
·         Estimate length of time to receive any back-ordered parts and clearly communicate it to customer. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
·         Handle customer complaints reasonably, showing empathy and a positive attitude and demonstrate our commitment to Superior Customer Service.
·         Assist customers with determination of Parts and Accessories requirements and research merchandise in catalogs.
·         Ensure merchandise displays are stocked, clean, and appealing to customers.
·         Communicates effectively with others, including giving and receiving feedback on the quality of services.
·         Give special attention to repeat repairs to ensure the situation is corrected.
·         Other Duties – As assigned.