Job Overview
Summary/Objective The Back Parts Counter Representative is responsible for providing customer service and sales assistance in accordance with company policy. Acts as the primary interface with retail and wholesale customers as well as service department employees to sell the required parts and accessories.
Essential Functions - Retrieves (pulls) purchased parts from inventory or, if the requested parts are not in inventory, determines availability, prepares parts requisition, and submits orders as required.
- Keeps accurate records of special order parts
- Answers phone calls, providing price quotes and other information to customers
- Takes phone orders following all procedures and completing required documentation
- Assists outside sales representatives with their orders
- Processes orders for daily shipment, delivery, or pick-up at the counter
- Receives and ships parts in accordance with company policies
- Verifies "will call" and "back-order" files weekly and return to vendors, or re-stocks items not required
- Assists service drive employees in selecting parts needed for repairs that are in process
- Orders parts not in stock for required repairs in accordance with company policies
- Follows up on specially ordered items and promptly notifies service drive employees when received
- Obtains credit authorization as required, and in accordance with, company policies
- Ensures all cash, credit, charge, purchase order, invoice, and tax-exempt sales are processed in accordance with company policies
- Issues credit for parts returned, in accordance with company policies.
- Displays parts attractively to generate sales
- Replenishes assigned inventory daily
- Maintains inventory on shelves and in bins by reporting items needing to be reordered, identifying any discrepancies in stock levels, and returning unsold items to stock
- Advises Parts Manager of inventory discrepancies and if areas of the department are not in good condition
- Assists in maintaining a balanced inventory consistent with the requirements of the service department, body shop, wholesale accounts, and the "self-service" retail customer
- Provides recommendations on pricing parameters in each category that generate sufficient gross profit to produce a satisfactory profit while maintaining customer loyalty
- Assists in inventory control to achieve maximum turnover in accordance with established goals
- Monitors and makes recommendations on how to adjust inventory to minimize the obsolescence of parts
- Ensures that all parts are properly tagged so that the dealership recovers full credit from the factory
- Conducts inventory control activities and audits as directed by Supervisors
- Ensures that the same high-quality level of service provided to outside customers is also provided to internal dealership customers.
- Works with service drive employees to ensure timely turnaround of parts needed for internal jobs
- Maintains delivery vehicles for the delivery program
- Delivers parts as requested
- Follows up on customer concerns and complaints promptly
- Escalates any complaints to the Parts Department Manager as needed
- Establishes and maintains good working relationships with other service drive departments and the sales department
- Establishes and maintains good working relationships with "self-service" retail customers and wholesale customers to encourage repeat and referral business
- Completes all documents, forms, and reports in accordance with company policy
- Uses proper safety equipment and acts in accordance with company policies, and regulations
- Keeps abreast of new equipment and tools available and recommends purchases
- Ensures that the work areas and customer waiting area are kept clean
- Follows all attendance and punctuality standards with adherence to timekeeping standards
- Follows the Company Code of Business Ethics and Conduct
- Understands and follows all work rules and procedures and follows directions from Supervisors
- Upholds the company's non-disclosure and confidentiality policies and agreements
- Maintains a professional appearance for self in accordance with company policy
- Attends pertinent training on request
- Attends company meetings as required
- Other duties as assigned
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement The Company is committed to hiring a diverse and qualified workforce. We will not consider any characteristic or category protected by state or federal law in hiring or employment decisions, including but not limited to race, national origin, color, religion, sex, sexual orientation, gender identity, disability, age, status as a parent, or genetic information.
Requirements
Competencies - Excellent customer service skills
- Ability to understand, keep abreast of, and comply with federal, state, and local regulations that affect parts department including but not limited to hazardous waste disposal, emergency response, safe driving, and OSHA Right-to-Know
- Ability to ensure the use of proper safety equipment
- Computer proficiency
- Excellent communication skills with the ability to communicate via face-to-face, phone, or by other means of communication
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to process data and organize it for management analysis
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- Ability to calculate figures and amounts such as discounts, interest, commissions
- Ability to understand and follow work rules and procedures
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and practices
- Ability to interact well with others and be a positive influence on morale of department, dealership, and organization
Work Environment/Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Medium/Heavy Work - Will lift over 50 pounds with assistance device required and/or frequent lifting or carrying of objects weighing up to or over 35 pounds with assistance device available as needed.
This position will require the employee to be standing for prolonged periods of time.
This position requires the ability to push, pull, climb, stoop, kneel, reach, grasp, and walk on a regular basis.
This position requires the ability to hear and talk
This position requires the ability to perform repetitive motion
Position Type/Expected Hours of Work Works evenings, weekends, and holidays as required.
Required Education and ExperienceHigh school diploma or the equivalent and one-year related experience or equivalent combination of education and experience.
Preferred Education and Experience Associate's degree (A. A.) or equivalent; and two years related experience and/or training; or equivalent combination of education and experience. Minimum of one year's experience working in the service drive or at an auto parts retailer or wholesaler.
Additional Eligibility Qualifications (Certification/Licenses/Registrations) * ASE Certification preferred but not required
* i-Car Certification preferred but not required
* Specific manufacturer's certification preferred but not required
* Valid Driver's License
