Parts and Accessories Manager

Overview

Job Summary:
To deliver such a memorable experience to every customer, that they refer at least one person to our dealership.  Manage employees and operations of the parts and accessories department.  Set-up and maintain a smooth running, efficient Parts & Accessories Department.  Employ sound management practices to ensure parts department contributes acceptable levels of gross and net profit.  Provide superior customer service to both internal and external customers.  
 
Job Responsibilities:
Operations

• Ensure the needs of the parts and accessories 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.
• Supervise and maintain an accurate up-to-date inventory management & control system (Effectively manage the H-D CIM system and respond to all alerts on schedule)
• Enforce procedures for ordering, receiving, logging into inventory, displaying, and selling all merchandise.
• Maximize return on investment of parts inventory.
• Grow the volume of Parts & Accessory sales.
• Develop advertising & promotional campaigns for merchandise.
• Recommend related Parts and Accessories, which may be required for a job.
• Supply cost of parts information on repair orders
• Notify service personnel when special parts or back-ordered parts are received
• Maintain cleanliness of Parts and Accessories Department and keep inventory neatly stacked and orderly.
• Assist customers with determination of Parts and Accessories requirements and research merchandise in catalogues.
• Develop and share knowledge of all Parts and Accessories merchandise, parts history, and motorcycle service.
• Must possess the ability to work with several customers at one time while maintaining individual customer satisfaction
• Point out any sales, specials, new merchandise and offer additional product that may compliment the customer purchase.
• Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to excellent customer service
• Other duties as assigned.

 
Customer Service

• Greet customers immediately, in a courteous and friendly manner
• Handle telephone transactions quickly, and courteously.
• Gain the trust and confidence of new customers when they are introduced to the Parts & Accessories department.
• 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 “Make Things Right”.

 
Management

• Ensure P&A personnel are alert, well trained, and available when needed.
• Ensure employees keep a clean and orderly department.
• Maintain budgeted revenue and expense objectives.
• Develop promotional campaigns in conjunction with the sales & service departments
• Provide reports to GM, as requested.  Monthly sales versus goals versus past years.
• Develop monthly and annual objectives for the department in collaboration with GM.
• Attend training sessions to keep current with department issues
• Attend weekly Mgt. Meetings prepared to report numbers and status of department
• Coach and educate your team in a positive and uplifting manner.
• Establish departmental work schedule, balancing the work loads of all employees
• Train Parts & Accessories Associates to use consistent and current sales methodologies.
• Set policies and procedures for Parts & Accessories department.
• Manage employee performance (evaluate and counsel).
• Assist with recruiting, interviewing, hiring, and terminating employees.
• Maintain records of all employee performance reviews.
• Provide training for all sales employees (seminars; workshops; sales schools, etc.)

 
Commitments

• Be honest and ethical in all business practices.
• Always work in compliance of legal guidelines.
• Model superior customer service behavior for all dealership personnel by maintaining positive relationships with customers, employees, GM and owner(s).
• Continually learn more about the products and services available. Attend training sessions to keep current with sales techniques and other parts department issues.
• Be prompt and available for flexible scheduling.
• Meet or exceed sales quotas on a regular basis.
• Demonstrate an interest in growing the business.
• Focus on quality.
• Always think before we speak and never lose our composure.
• Complete all new hire training requirements within first 90 Days
• Work weekends

 
 
Job Requirements
 

• 3+ Years experience with retail sales and inventory management.
• Previous Harley Davidson Parts Management experience strongly preferred
• Must have the ability to get along with a broad customer base
• Knowledge and experience with servicing of motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale & computerized inventory systems or the ability to quickly learn.
• Ability to look up parts and quote prices for parts using proper catalogue for particular motorcycle.
• Current motorcycle license

 
Physical Demands:
 

• The noise level in the work environment is occasionally loud.
• Occasionally required to bend, stoop, crouch, reach, and lift up to 40 lbs.
• Ability to stand on feet for lengthy periods of time, up to 8 consecutive hours
• Occasionally requires the ability to balance and push a 600+ lb. motorcycle.

 
Working Conditions:
 

• Usually indoors, however outdoor work is required when outdoor events are scheduled.
• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
• Occasionally, exposed to exhaust fumes or other airborne particles.