LACONIA HARLEY-DAVIDSON located in Meredith, NH
Job Title:......................................... Parts & Accessories Manager P&A
Department:.................................... Parts & Accessories Department
Pay Class/FLSA Status:.................. Salaried/Exempt
Manages employees and operations of the parts & accessories department.
Key Results Areas:
Set-up and maintain a smooth running, efficient Parts & Accessories department.
Employ sound management practices to ensure parts department contributes acceptable levels of gross & net profit.
Provide superior customer service to both internal (Service Department) and external customers.
Major Duties and Responsibilities:
Parts Department Operations
Adhere to American Road Group Shared Values and Commitment to Success (attached).
Ensure P&A personnel are alert, 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.
Occasionally assist staff when needed.
Supervise and maintain an accurate up-to-date inventory management & 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 order department.
Inform all customers of in-store promotions and notify of upcoming events.
Adhere to, and strictly enforce, Harley-Davidson Motor Company Non-
Retail Sales Policy (attached)
Maximize return on investment of parts inventory.
Grow the volume of Parts & Accessory sales.
Maintain budgeted revenue and expense objectives.
Develop advertising & promotion campaigns for merchandise.
Provide reports to GM, as requested.
Develop monthly and annual objectives for the department in collaboration with GM.
Attend training sessions to keep current with P&A merchandising & inventory control issues.
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 "Make Things Right".
Meet with GM and communicate company wide information, regarding policy changes, progress, events, goals, etc. with the department.
Establish departmental work schedule, balancing the workloads 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 GM with recruiting, interviewing, hiring, and firing employees.
Maintain records of all employee performance reviews.
Provide training for all P&A employees (seminars, workshops, P&A sales, inventory management, etc.).
Ensure you, and your team, provide accurate "End of Day" reconciliation to accounting by following closing procedures correctly.
Lead by example
Integrity beyond question
Financial success of the entire organization
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.
Focus on quality
Qualifications & Job Requirements:
Five years progressive experience with retail sales and inventory management.
Knowledge and experience with servicing of Harley-Davidson motorcycles, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
Experience with Talon ES, Part Smart and Microsoft office knowledge or the ability to quickly learn.
The noise level in the work environment is occasionally loud.
Occasionally required to bend, stoop, crouch, reach, and lift 40 lb. of materials.
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.