Parts and Accessories Manager

Overview

Position Summary: Manages employees and operations of the Parts & Accessories department.  
 
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 catalogues.
• 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.

Commitments:

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all P&A personnel by maintaining positive relationships with customers, employees, GM and owner(s).
• Be prompt and available for flexible scheduling.
• Be honest and fair in all business dealings.
• Demonstrate an interest in growing the P&A business. 

Physical Demands:

• The noise level in the work environment is usually loud.
• Must have the ability to stand and walk the sales floor and parts room for most of the day and frequently required to bend, stoop, crouch, reach, and lift 25-50 lbs. of merchandise.
• Frequently works on a computer in a typical office environment. 

Working Conditions:

• Frequently works near moving mechanical parts.
• Is potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motorcycle Service Department.
• Occasionally, exposed to exhaust fumes or other airborne particles. 

Compensation: We offer a top employer contributing benefit package to include: health, dental and life insurance. Harley-Davidson of Greenville offers a principle 401K program, paid vacation and a great environment to excel and grow.