Parts Manager Full Job Description - HR Toolkit



Job Description

Parts Manager

|Job Specification |

|Reporting to (Line manager): |Brand Manager |

|Responsible for (Reporting staff): |Parts Advisor, Parts Delivery Driver |

|Job Holder: | |

In the event of annual leave, illness or any other absence from the company, the nominated deputies for this position are the ____________________or ________________________

|Objectives |

• Deliver a superior parts service to all customers, both internal and external

• Achieve and strive to exceed all targets and parts sales objectives through a well-developed and motivated parts team

• Achieve an acceptable market share, through maximum sales of parts to trade and retail outlets and other dealership departments.

• Maintain agreed profit margins and return on investment

• Ensure departmental compliance with company policies and industry guidelines

|Measures |

• Sales vs. objectives

• Profit on sales

• VQM / retailer audit

• Customer satisfaction:

• CEM

• Retention (repeat purchase)

• Staff retention

|Limit of authority |

Expenditure:

Use of resources:

Personnel:

|Key Tasks |

Objective: Deliver a superior parts service to all customers, both internal and external

• Improve the quality of customer service in line with Volkswagen CSI survey and the retail questionnaire.

• Receive and assist customers courteously, dealing with all queries and requests promptly

• Examine all major transactions weekly to determine how customer service may be improved, ensuring customer records are maintained and the Part’s Club database is up-to-date and effective

• Analyse the quality of parts to maintain a satisfactory level of service

• Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve others when needed

Objective: Achieve and strive to exceed all targets and parts objectives through a well-developed and motivated parts team

• Ensure all parts staff have full knowledge of vehicles, accessories, exchange units and superseded parts

• Explain job expectations and procedures to all new team members so they understand their respective duties

• Take a pro-active interest in training and developing team members, developing skills to support improvements in job performance and to aid career advancement

• Provide advice and assistance to team members

• Delegate responsibilities to appropriate personnel and monitor progress to ensure the task is completed as directed

• Ensure the Parts department is adequately staffed to achieve all objectives and provide a prompt service to all customers

Objective: Achieve an acceptable market share, through maximum sales of parts to trade and retail outlets and other dealership departments.

• Plan, initiate and promote parts sales events to improve sales

• Contribute to the overall Retailer marketing plan

• Develop ongoing strategies to increase business in accordance with Growth plan

• Maintain effective liaison with all other department managers to forecast, review and revise business plans and assess monthly sales and profit performance to determine where improvements can be made

Objective: Maintain agreed profit margins and return on investment

• Agree discounts in line with Retailer policy

• Ensure the Parts department achieves budget objectives by monitoring financial expenditure, operating controls and composite figures

• Achieve profit objectives within the specific time frame to ensure a budgeted return on investment

• Monitor customer credit facilities and ensure that Parts credit accounts are settled according to company policy

• Ensure adequate controls are in place to control stock holding and maximise stock turn

• Ensure that actual inventory agrees with computerised inventory, coinciding inventory purchases with sales and special initiatives to take advantage of savings

Objective: Ensure departmental compliance with company policies and industry guidelines

• Ensure all health and safety and internal safety procedures are followed

• Ensure the correct re-cycling of all disposed and damaged items in line with environmental regulations

• Ensure all transactions are recorded correctly, complying with company policy

• Follow Volkswagen operating standards for Parts

• Operate within the law at all times

• Undertake all other tasks and responsibilities as requested by the Brand Manager

|Key Competencies |

Being Volkswagen means that as a manager you must deliver high performance through your team

• Define clear roles and responsibilities for your people

• Apply high standards when recruiting

• Communicate clear goals and targets for your people

• Systematically track the performance of your people

• Step in to support your people when appropriate

• Delegate appropriately in line with people’s abilities

• Keep your team focused on the long term aims

• Energise your team to strive to deliver success

• Praise good performance

• Provide constructive feedback on performance

• Tackle instances of underperformance quickly

Being Volkswagen means that as a manager you must make work a fulfilling experience for your people

• Communicate inspiring long term aims to your team

• Involve your team when making decisions

• Make effective use of people’s talents

• Build self-confidence in your people

• Keep your team informed on products, services, plans and progress

• Develop a strong team spirit

• Trust your people with appropriate space to make their own decisions

• Adopt an accessible, approachable style for your people

• Encourage your people to openly express their views

• Reward people fairly for their contribution

• Get to know your team as individuals

• Find ways to make work enjoyable for your people

• Provide appropriate development for your people

• Ensure a positive physical working environment for your people

• Help your staff create a clear personal career path

• Ensure new staff are properly briefed and welcomed

• Treat your people fairly and consistently

• Take responsibility for the actions of your staff

• Build relationships with your people’s families

Being Volkswagen means providing an easy and enjoyable customer experience

• Create efficient processes to ensure consistent delivery of quality and service standards

• Repair relationships with customers in cost effective ways

• Convince your team of the importance of good customer service

• Act on relevant customer feedback

Being Volkswagen means committing to deliver an effective contribution

• Set an example in enthusiasm and energy

• Strive to improve on previous performance

• Take tough decisions that may be unpopular

• Act fast when faced with opportunities and threats

• Recognise when plans need to change

• Take calculated risks that offer potential benefits

• Maintain a strong focus on costs and efficiency

Being Volkswagen means working constructively with your colleagues

• Create a culture where teams pull together

• Endorse the actions and decisions from higher up

• Build constructive relationships with key interested parties

Being Volkswagen means making sensible decisions

•

• Convert strategy into practical goals and targets

• Create plans aligned to Volkswagen’s brand ambition

• Create a clear and rational long term plan

• Allocate resources in line with business priorities

• Keep on top of the activities of multiple teams and projects

• Resist pressure to make hasty decisions

Being Volkswagen means finding better ways to do things

• Encourage your team to suggest improvements

• Recognise potentially profitable new products and services

• Look to learn from external best practice

• Develop the capabilities of your people

• Introduce changes sensitively

• Overcome inertia to drive through change

• Seek out and encourage fresh ideas

• Convert ideas into practical actions

Being Volkswagen means making a positive impression on people

• Hold efficient and productive meetings

• Set a positive example in personal behaviour

• Find memorable ways to convey information

• Gain agreement by canvassing for support and building consensus

|Signatures |

I have received a copy of this Job Description, read it, understood it and agreed to it.

|Name |Date: |Signature: |

|Name: |Date: |Signature: |

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download