Parts Counter Representative

About the position

The Parts Counter Representative is responsible for providing customer service and sales assistance in accordance with company policy. Acts as the primary interface with retail and wholesale customers as well as service department employees to sell the required parts and accessories.

Responsibilities

• Retrieves purchased parts from inventory or determines availability and submits emergency orders if requested.
• Keeps accurate records of special order parts.
• Answers phone calls, providing price quotes and other information to customers.
• Takes phone orders following all procedures and completing required documentation.
• Assists outside sales representatives with their orders.
• Assists walk-in customers in accurately selecting required parts, suggests companion requirements, offers specials, and ensures that the customer is exposed to the full product line.
• Solicits assigned accounts by phone.
• Processes orders for daily shipment, delivery, or pick-up at the counter.
• Receives and ships parts in accordance with company policies.
• Verifies 'will call' and 'back-order' files weekly and returns to vendors or re-stocks items not required.
• Assists service drive employees in selecting parts needed for repairs that are in process.
• Orders parts not in stock for required repairs in accordance with company policies.
• Follows up on specially ordered items and promptly notifies service drive employees when received.
• Obtains credit authorization as required, and in accordance with company policies.
• Ensures all cash, credit, charge, purchase order, invoice, and tax-exempt sales are processed in accordance with company policies.
• Issues credit for parts returned, in accordance with company policies.
• Displays parts attractively to generate sales.
• Replenishes assigned inventory daily.
• Maintains 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.
• Advises Parts Manager of inventory discrepancies and if areas of the department are not in good condition.
• Assists in maintaining a balanced inventory consistent with the requirements of the service department, body shop, wholesale accounts, and the 'self-service' retail customer.
• Provides recommendations on pricing parameters in each category that generate sufficient gross profit to produce a satisfactory profit while maintaining customer loyalty.
• Assists in inventory control to achieve maximum turnover in accordance with established goals.
• Monitors and makes recommendations on how to adjust inventory to minimize the obsolescence of parts.
• Ensures that all parts are properly tagged so that the dealership recovers full credit from the factory.
• Conducts inventory control activities and audits as directed by Supervisors.
• Ensures that the same high-quality level of service provided to outside customers is also provided to internal dealership customers.
• Works with service drive employees to ensure timely turnaround of parts needed for internal jobs.
• Maintains delivery vehicles for the delivery program.
• Delivers parts as requested.
• Follows up on customer concerns and complaints promptly.
• Escalates any complaints to the Parts Department Manager as needed.
• Establishes and maintains good working relationships with other service drive departments and the sales department.
• Establishes and maintains good working relationships with 'self-service' retail customers and wholesale customers to encourage repeat and referral business.
• Completes all documents, forms, and reports in accordance with company policy.
• Uses proper safety equipment and acts in accordance with company policies and regulations.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Follows all attendance and punctuality standards with adherence to timekeeping standards.
• Follows the Company Code of Business Ethics and Conduct.
• Understands and follows all work rules and procedures and follows directions from Supervisors.
• Upholds the company's non-disclosure and confidentiality policies and agreements.
• Maintains a professional appearance for self in accordance with company policy.
• Attends pertinent training on request.
• Attends company meetings as required.
• Other duties as assigned.