Parts Counter Lead

The Parts Counter Lead is responsible for communicating with customers in a positive, caring, and timely manner to enhance customer relations while maintaining accurate and efficient processing of all parts transactions.

The incumbent in this position is expected to model the following practices on a daily basis : 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal / external resources; 3) Participate in ongoing self-development.

Essential Functions :

• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Assists in supervising the activities of Parts Counter Sales Representatives, develops, schedules, ensures attendance at department meetings, and ensures customer satisfaction while adhering to company policy and procedures
• Completes all parts transactions for internal / external customers in an accurate, timely and supportive manner to ensure customer satisfaction, as measure by manager observation and customer feedback surveys
• Participates in all sales programs sponsored by HOLT that promotes sales through incentives and meet or exceed specified objectives as measured by program administrators
• Product information systems kept current and new product information is updated, to be measured by management observation and attendance records at new product update meetings, safety meetings, PSSR travel routine, and in shop training schedule
• Assumes turn in after-hour call out rotation to assist customers in after hour call out needs, to be measured by adherence to set schedule and call out report provided to management by the answering service, and customer feedback
• Maintains working action pending report / CPROs
• Ensures monthly safety training and meetings are attended by all personnel
• Assists Parts Manager with interviews, performance reviews for parts counter representative team and documentation of corrective actions
• Mentors Part Counter Representatives in the development of leadership skills
• Approves Parts Counter Representatives time and actively schedules the counter team PTO
• Assumes PCC champion responsibilities
• Promotes PCC orders, usage, HOLT Hose Vans, and current dealer promotions
• Works overtime as required by workload and customers' needs to include on call rotation
• Requires regular and punctual employee attendance
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties assigned

Knowledge, Skills, and Abilities :

Demonstrate well-organized skills

Demonstrate good phone and people skills

Must be proficient with computers; Experience with a computerized parts management system highly desired

Must be capable of working in a fast-paced environment

Demonstrate excellent attention to detail

Must have excellent attendance and work performance

Must be self-motivated with a high commitment to completing tasks in a timely manner

Education and Experience :

High School diploma or GED required

Minimum 4 years of customer service experience required; Parts store experience preferred

Must be able to obtain forklift certification

Supervisory Responsibilities :

None

Travel :

None

Must have a valid drivers' license

Physical Requirements :

This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office equipment and files, etc.

This role frequently communicates with others, must be able to exchange accurate information in these situations

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Occasionally moves materials or equipment weighing up to 10 lbs.

Work Environment :

This job is generally performed in a professional office environment

Frequently works at fast pace with unscheduled interruptions

Disclaimer :

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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