The following is a representative list of the duties and responsibilities associated with this position:

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to the dealership’s guidelines; deals directly with customer complaints stemming from parts issues.
• Creates an environment where customers are regularly apprised of the current situation.
• Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
• Ensures that each and every customer encounter is consistent with JAG expectations.
• Determines and ensures that specialty parts are available for the customer at the right time.
• Implements a telemarketing campaign for customer contact.
• Establishes a product promotion program.
• Encourages the sale of branded parts.
• Develops sales promotions.
• Handles customer complaints that require management attention; handles customer complaints immediately and according to the dealership’s guidelines.
• Develops, enforces and monitors specific guidelines for dealing and communicating with customers to foster exceptional customer satisfaction.
• Guarantees that customer service telephone inquiries are handled quickly and effectively.
• Ensures that the same high quality level of service provided to outside customers is also provided to internal dealership customers.
• Decides whether or not to purchase stock locally in response to high customer demand or a market availability emergency.
• Consolidates relationships with various trade customers.
• Is available to help any customer whether in sales, service or the parts departments; frequently meets with customers 
• Schedules regular efforts to improve the efficiency of customer/Parts Department interactions and transactions.
• Reviews stock ordering practices.
• Reviews all department operations and storage processes and increases effectiveness.
• Establishes processes to ensure accuracy between inventory and computer records.
• Understands the customer service measurements used in the Manufacturer network.
• Utilizes new systems or processes implemented by the dealership.
• Develops and administers a wholesale parts program.
• Identifies, recommends and supports opportunities for methods/process improvement.
• Ensures that new business development programs are planned, implemented and measured.
• Maintains a clean, professional environment.
• Maintains a professional appearance at all times.
• Adhere to all company policies, procedures and safety standards.
• Perform other duties as assigned.
• Strives for harmony and teamwork within the department and with other departments.
• Communicates verbally and non-verbally clearly, concisely and with enthusiasm in one- on-one and group interactions.
• Communicates regularly with members of other departments as part of the dealer team.
• Builds productive working relationships both within and across departments through clear communications using different forms (e.g., department meetings, daily information meetings, bulletin boards, etc.)
• Has an approachable style; fosters open communication through active listening.
• Produces accurate and clearly written documentation.
• Takes initiative to help others as needed.
• Persuades others to accept a point of view or obtain commitment.
• Works with all dealership personnel to ensure customer satisfaction.
• Responds in a collaborative and inviting manner to requests for emergency parts.
• Generates pride and commitment within the parts department; instills customer and employee confidence.
• Promotes cooperation and teamwork among all dealership employees.
• Resolves all employee concerns in a prompt and effective manner; resolves internal conflicts among employees in the department; resolves all disputes and difficulties with professionalism and composure.
• Ensures that Parts Advisors are apprised of discounts.
• Refreshes accessory displays and coordinates with Sales Manager in ensuring an accessory vehicle is available.
• Coordinates with others to ensure effectiveness of the parts department.
• Acts as the liaison to the Service Manager fostering close cooperation over parts supply for servicing work issues.
• Works with applicable managers to determine parts turnaround for internal jobs.
• Maintains an appropriate level of trade discount.
• Holds weekly department meetings.
• Attends and participates in manager meetings.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to withstand prolonged periods of computer usage and/or data entry.
• Ability to stand, walk and/or sit for prolonged periods.
• Ability to work in various working conditions both indoors and outdoors, including but not limited to extreme heat and/or cold, and rain.
• Ability to kneel, bend, and/or reach above the shoulders.
• Required to move throughout the parts shelves all-day, reaching and climbing to obtain parts from inventory. 
• Must be able to lift up to seventy-five pounds. 
• Must be able to climb at least two flights of stairs.