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Customer Relations and Parts Manager

2 months ago

Islamorada, Florida, United States Boaters World Marine Centers Full time
Job Overview

The primary objective of this role is to cultivate and enhance relationships with customers at Boater's World Marine Center by delivering outstanding service and effective parts management. This position is dedicated to providing a professional and customer-focused experience that fosters trust, encourages repeat business, and supports profitable transactions.

Key Responsibilities:

Customer Engagement

  • Maintain a polished and professional appearance.
  • Build strong customer relationships through exceptional service.
  • Assist customers across all departments, including sales, service, and parts.
  • Ensure a clean and organized workspace.
  • Deliver excellent customer service by promptly addressing inquiries and directing calls as necessary.

Service Coordination

  • Diagnose issues with marine vehicles by attentively listening to customer descriptions and performing inspections.
  • Comply with all company policies and state regulations regarding repair order management.
  • Generate accurate estimates by calculating costs for materials, supplies, and labor.
  • Prepare detailed repair orders (RO) that outline symptoms, issues, and necessary repairs; secure customer approvals and enter RO into the management system.
  • Keep service customers updated on the status of their work, including completion timelines and additional approvals.

Parts Oversight

  • Assist both internal and external customers in efficiently locating parts and accessories.
  • Promote and sell complementary items to enhance customer satisfaction.
  • Record customer information and sales data in the dealership management system.
  • Maintain a clean and organized workspace visible to the public.
  • Process vendor orders and stock shelves according to inventory plans.

Department Management

  • Schedule and assign tasks to technicians, monitoring their progress to ensure timely job completion.
  • Collaborate with the parts department to secure necessary components for service completion.
  • Enhance technician productivity through performance monitoring and coaching.
  • Process warranty claims and uphold company policies and standards.
  • Establish and track monthly profitability goals to ensure departmental efficiency.

Qualifications:

  • Demonstrated leadership abilities with a focus on maintaining positive relationships with customers, colleagues, and vendors.
  • Strong understanding of outboard engines and general marine products.
  • Ability to learn and utilize new computer systems while adhering to established procedures.
  • A minimum of 3 years of experience in a Parts or Service Manager role is required.
  • Experience with a Dealership Management System is essential; familiarity with Lightspeed is advantageous.
  • Highly organized, detail-oriented, and a collaborative team player with excellent supervisory skills.

Working Environment:

  • Combination of shop and office environments with potential physical hazards.
  • May require working beyond standard hours.

Physical Demands:

  • Ability to sit for extended periods.
  • Capable of lifting up to 50 lbs.
  • Regularly kneel, bend, and reach for high shelves.

Benefits Offered:

  • 401(k) plan
  • 401(k) matching
  • Dental coverage
  • Employee discounts
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision coverage