Description

PERFORMANCE EXPECTATIONS:

I. CUSTOMER RELATIONS

A. Project a positive, helpful and professional attitude toward our customer.

B. 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).

C. Answer incoming customer phone calls promptly and politely.

D. Make calls by phone to existing customers and prospective customers in the dealership Area of Responsibility. Inform salespeople of any conversations with customers that they need to be aware of.

E. Receive parts orders and answer questions for customers and outside sales personnel. Generate a customer order for Outside Parts Sales Representative (OPS). Create cash on delivery (COD) pick tickets for any cash customers to be delivered by OPS. Final invoicing and delivery instructions are to be done by individual parts department.

F. Continually review existing sales routes and additions to routes for efficiency in customer service.

G. Submit weekly sales and telemarketing reports to ensure customers are being called on and that new customers are actively being pursued in the marketplace.

H. Use sales data to identify trends and make needed calls to assess and improve sales and edit call lists as dictated.

I. Assist in physical inventory counts as necessary.

J. Assist in the selection and development of parts "specials" including pricing, promotion and sales.

K. Assist as needed and perform any other tasks or duties as needed or requested.

II. DOCUMENTATION

A. Obtain sufficient information from customer or mechanic to ensure correct part is specified. Note any exceptions to the norm requested by customer or mechanic which would make part different than what vehicle information indicates.

B. Invoice all parts purchases, credits, etc. at 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 time of sale e.g., Request for Credit (RC) numbers, Receiving Record (RR) numbers, customer Purchase Order (PO) numbers if required, shipping information, reference invoice number for credits, engine serial number, arrangement number, CPL 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 customers. When making tax-exempt sales other than to a charge or cash account, ensure that the customer's full name, address, ICC number, and signature is obtained.

C. Record invoices in a log as released with invoice number, customer name, and your initials.

D. Bill core charge to customer. Any final adjustments or core credit will be handled by the individual parts department.

E. Record lost sales on any item purchased locally not posted to inventory. Note lost sale on packing slip indicating part number lost sale was recorded on. Also record lost sale any time customer has requested something we did not sell at time of request because the part was not in inventory.

III. OTHER DUTIES

A. Project a positive, helpful and professional attitude toward management and coworkers.

C. Participate in any Company sponsored training deemed necessary by management.

D. Follow all safety guidelines and report any unsafe condition or practices observed to management.

E. Will be expected to learn skills of other interacting positions within the department in order to fully understand all aspects of parts department.

F. Assist as needed in individual parts departments.

G. Travel as dictated to familiarize and interact with OPS routes and customers.

H. 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).

Qualifications

ESSENTIAL 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.

E. Dress code as per policy information booklet.

F. Competent parts knowledge and the ability to research part numbers as needed.

G. Good computer skills

All overtime to be approved by supervisor. Tardiness will not be tolerated and will be documented.