This position is responsible for the oversight of an assigned Parts Counter to include supervision and development of Parts employees while providing an exceptional customer experience. This role will direct, educate and oversee the growth and development of the Parts employees within assigned branch in alignment with strategic objectives. This person will also be responsible for the execution of tactics and initiatives to support Parts sales growth within assigned area resulting in the year over year growth of parts revenues. Directs a wide variety of complex sales and marketing functions requiring a strong general knowledge of the markets they are participating in. Coordinates and collaborates with other departments at the branch location and interfaces with vendors as needed.
Essential Functions

• Supervises employees. Performs annual performance review and determines compensation increases. Administers discipline; influences decision to hire and terminate employees. Assists in employee issues that affect customer
• Responds to customer inquiries, resolves customer complaints and maintains a high level of customer relations.
• Communicates Parts goals effectively, provides resources and direction, and ensures goals are met.
• Answers customers’ and technicians’ parts inquiries over the phone and in person. Uses Caterpillar’s online Parts system (SIS) or parts books for Caterpillar Legacy Equipment to reference and identify parts.
• Determines customer needs through research and questions. Offers all parts and service solutions to customer. Determines best method to fill orders with parts not in stock. Asks customer for need by date and decides best shipping method.
• Processes, tracks, invoices, and completes customers’ orders to exceed customers’ expectations. Receives cash or credit payments or processes the order to go through Accounts Receivable. Balances cash drawer daily.
• Schedules Parts personnel to properly cover shifts, training, and meetings. Maintains on call and Saturday work rotation schedules. Approves and schedules overtime as needed.
• Develops and oversees training programs for employees as identified.
• Works with other departments to ensure strong teamwork throughout the branches.
• Works with the branch Product Support Sales Representatives (PSSRs) to develop customer solutions.
• Maintains Western’s professional position in market. Works closely with Western States’ customers by regularly making sales calls to ensure profitable growth
• Manages warehouse operations at smaller branch locations as needed.
• Manages all merchandising at the local level to ensure marketing and promotional materials are effectively used.
• Researches support parts for new products and ensures parts are on hand prior to the product delivery.
• Works on Parts Counter to process internal and external customer orders and returns.
• Works with Parts Operations/Inventory Control to identify parts inventory needs and adequate stocking levels.
• Oversees accounts vendor invoices and process for timely payment.
• Maintains a high level of focus on departmental goals (sales, customer loyalty, employee engagement, parts KPI’s, etc.) and address areas of opportunities to meet or exceed established goals.
• Promotes and manages all customer care standards.
• Actively cares and advocates safety at Western States. Promotes and manages safety at Western States. Ensures employees, vendors, and customers have a safe work environment. Adheres to and manages all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promotes corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Knowledge Skills And Abilities

• Strong knowledge of dealer business systems.
• Technical knowledge of parts, service, and core inspection.
• Knowledge of forklift and material handling equipment.
• Knowledge of Microsoft Office software.
• Ability to develop and maintain effective working relationships with others.
• Working knowledge of warehouse, shipping and receiving procedures.
• Ability to obtain forklift operators certification.
• Ability to work overtime and oncall.
• Consistent attendance.

Education And Experience

• Proof of high school diploma or General Education Degree (GED).
• Minimum of four years of parts sales or comparable experience required.
• Minimum 1 year supervisory experience preferred.
• Must be able to communicate (speak, read, comprehend, write in English).
• Performs other duties as assigned.

Physical Characteristics

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Able to lift up to 60 lbs in accordance with Western States’ Lifting Safe Work Practice to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.