Back Parts Counter Representative

5 days ago

Orlando, Florida, United States Penske Automotive Group Full time
Job Overview

The Back Parts Counter Representative is a key role within our organization, responsible for delivering exceptional customer service and sales assistance in accordance with company policy. As the primary interface with retail and wholesale customers, as well as service department employees, this individual will play a crucial part in selling the required parts and accessories.

Essential Functions
  • Retrieve purchased parts from inventory or determine availability, prepare parts requisition, and submit orders as required.
  • Keep accurate records of special order parts.
  • Answer phone calls, providing price quotes and other information to customers.
  • Take phone orders following all procedures and complete required documentation.
  • Assist outside sales representatives with their orders.
  • Process orders for daily shipment, delivery, or pick-up at the counter.
  • Receive and ship parts in accordance with company policies.
  • Verify 'will call' and 'back-order' files weekly and return to vendors, or re-stock items not required.
  • Assist service drive employees in selecting parts needed for repairs that are in process.
  • Order parts not in stock for required repairs in accordance with company policies.
  • Follow up on specially ordered items and promptly notify service drive employees when received.
  • Obtain credit authorization as required, and in accordance with, company policies.
  • Ensure all cash, credit, charge, purchase order, invoice, and tax-exempt sales are processed in accordance with company policies.
  • Issue credit for parts returned, in accordance with company policies.
  • Display parts attractively to generate sales.
  • Replenish assigned inventory daily.
  • Maintain 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.
  • Advise Parts Manager of inventory discrepancies and if areas of the department are not in good condition.
  • Assist in maintaining a balanced inventory consistent with the requirements of the service department, body shop, wholesale accounts, and the 'self-service' retail customer.
  • Provide recommendations on pricing parameters in each category that generate sufficient gross profit to produce a satisfactory profit while maintaining customer loyalty.
  • Assist in inventory control to achieve maximum turnover in accordance with established goals.
  • Monitor and make recommendations on how to adjust inventory to minimize the obsolescence of parts.
  • Ensure that all parts are properly tagged so that the dealership recovers full credit from the factory.
  • Conduct inventory control activities and audits as directed by Supervisors.
  • Ensure that the same high-quality level of service provided to outside customers is also provided to internal dealership customers.
  • Work with service drive employees to ensure timely turnaround of parts needed for internal jobs.
  • Maintain delivery vehicles for the delivery program.
  • Deliver parts as requested.
  • Follow up on customer concerns and complaints promptly.
  • Escalate any complaints to the Parts Department Manager as needed.
  • Establish and maintain good working relationships with other service drive departments and the sales department.
  • Establish and maintain good working relationships with 'self-service' retail customers and wholesale customers to encourage repeat and referral business.
  • Complete all documents, forms, and reports in accordance with company policy.
  • Use proper safety equipment and act in accordance with company policies, and regulations.
  • Keep abreast of new equipment and tools available and recommend purchases.
  • Ensure that the work areas and customer waiting area are kept clean.
  • Follow all attendance and punctuality standards with adherence to timekeeping standards.
  • Follow the Company Code of Business Ethics and Conduct.
  • Understand and follow all work rules and procedures and follow directions from Supervisors.
  • Uphold the company's non-disclosure and confidentiality policies and agreements.
  • Maintain a professional appearance for self in accordance with company policy.
  • Attend pertinent training on request.
  • Attend company meetings as required.
  • Other duties as assigned.
Requirements
  • 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 Experience

High 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

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