PARTS COUNTERPERSON

Job TitlePERFORMANCE EXPECTATIONS:CUSTOMER RELATIONSA. Project a positive, helpful and professional attitude toward our customer. Assist walk-in customers in selecting required parts, suggest companion requirements, offer specials and ensure that the customer is exposed to the full product line.B. Pull purchased parts from stock. If the part is not in stock, determine availability and submit an emergency order if requested by the customer.C. Meet and greet customers immediately upon arrival.D. Answer incoming customer phone calls promptly and politely.E. Resolve any customer disputes in a manner both beneficial to customer and OTC which adheres to the Company's mission statement (see policy information book).F. Make weekly telemarketing calls to assist in monthly sales goals.G. Promote additional sales to customers by suggesting additional parts or services related to current purchase. Also mention any specials currently being offered through the dealership.H. Discuss and define with customer the terms of purchase- cash, COD, charge, Purchase Order (PO) number, Fleetpack or if item is warranty and conditions of warranty.I. Notify parts manager of any new customers, provide all necessary information, including customer business name, address, phone number and contact person's name.DOCUMENTATIONA. Obtain sufficient information from customer or service technician to ensure correct part is specified. Note any exceptions to the norm requested by customer or service technician which would make part different than what vehicle information indicates.B. Invoice all parts purchases, credits, etc., at the time of sale. Any invoice released as cash must be collected in approved form of payment the same day. No parts will be released to customer without an invoice. Record all pertinent information on invoice at the time of sale, e.g., Request for Credit (RC) numbers, Receiving Record (RR) numbers, customer Purchase Order (PO) number, shipping information, reference invoice number for credits, engine serial number, arrangement number, Control Parts List number, or type number when selling engine parts requiring such information. Charge customer any freight charges incurred whenever possible. Ensure that all charge sales are signed by the customer. When making tax-exempt sales other than to a charge or cash account, ensure that the customer's full name, address, Interstate Commerce Commission (ICC) number and signature is obtained.C. When issuing credit to customer for parts and/ or cores, only issue full credit to customer when vendor has determined full credit is due. If less than full credit is issued from the vendor, that amount must be credited back to the customer. Reference credit memo number on receiving record (RR) with any notations of shortage or other special circumstances. Customers should receive credits in a timely fashion, especially at month-end so credits due to them are not being withheld.D. Obtain Request for Credit (RC) from parts processing clerk when ordering parts that will have a core charge incurred. Give all information to parts processing clerk at time it becomes available, e.g., PO number, core part number, customer name, counter ticket number and amount of core charge.E. Bill core charge to customer unless customer returns core at the time of purchase and core is acceptable. Tag any return cores from customer with all pertinent information, e.g., customer name; counter ticket number, part number and any special information. Check cores promptly to ascertain amount of credit due customer. Notify customer of any additional charges on core.F. When unable to issue credit, at the time the customer returns part and/ or core, issue a Receiving Record (RR) with all pertinent information, e.g., customer name, counter ticket number, part number and any special information needed for processing the RR.G. Issue Purchase Order (PO) for all parts and/ or services which require Company payment at time of vendor order. Record all necessary information on PO at time of order, e.g., customer name, customer number, counter ticket number, part number, quantity ordered, cost and disposition code of item when received, Request for Credit (RC) number if applicable and Repair Order (RO) number if applicable.H. Record lost sales on any item purchased locally not posted to inventory. Note lost sale on packing slip indicating part number lost. Also record lost sale any time customer has requested something we did not sell at the time of request because we did not have the part in inventory.I. Put any part which customer is coming to pick up in the proper location in the will-call area and create a pick ticket. Put the pick ticket in the customer will-call accordion. Check to see that there are no parts already on hold for that customer. If there are, staple the pick tickets together to make sure the customer receives all orders upon arrival.OTHER DUTIESProject a positive, helpful, and professional attitude toward management and coworkers.Use approved discrepancy form to notify parts processing clerk of any discrepancies in inventory.Participate in any Company sponsored training deemed necessary by management. Keep current on new products and product updates.Follow all safety guidelines and report any unsafe condition or practices observed to management.Rotate "specials" monthly.Assist with all phases of parts ordering, e.g., recording stock out situations on stock order pad, preparing cores to be turned in on stock orders and recommending any suggested products to broaden product offering.Assist in shipping and receiving.Rotate on back counter, help during rush periods.Keep front counter areas clean and uncluttered. Help keep department clean and free from debris, e.g., sweeping, aisles, keeping "will call" area organized, dusting shelves, vacuuming stairs, etc.Will be expected to learn skills of other interacting positions within the department in order to fully understand all aspects of parts department.K. Perform any other tasks or duties as required.NOTE: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).QualificationsESSENTIAL QUALIFICATIONS FOR JOB:A. Must be capable of lifting up to 50 pounds.B. Must have excellent reading skills and legible handwriting.C. Must have excellent communication skills.D. Must have valid operator's license and good driving record.E. Dress code as per policy information book.All overtime to be approved by supervisor. Tardiness will not be tolerated and will be documented.