Parts Department Head

This role is responsible for leading the parts department to achieve exceptional customer satisfaction and maximise ROI through effective parts sales and inventory coordination.

Key Responsibilities

• Optimising department processes and implementing best practices to ensure high levels of internal and external customer satisfaction
• Clients development, mentoring, and engaging the team to drive business success
• Collaborating closely with Sales and Service departments to support seamless customer experiences and drive business growth

Customer Satisfaction and Support

• Implement and monitor quality control processes to ensure the highest standards in parts handling and service
• Resolve customer support issues promptly, aiming to exceed expectations with effective solutions
• Promote proactive customer engagement through phone calls and on-site visits, increasing customer satisfaction and retention

Sales and Revenue Goals

• Collaborate with the Group Aftermarket Manager and team to set and achieve attainable parts sales and profit goals that align with dealership strategic objectives
• Coordinate with other store locations to promote parts, merchandise, and attachments, supporting overall sales growth
• Manage counter sales to meet customer needs and support the broader Aftermarket team's objectives

Inventory Management and Quality Control

• Work with the Group Parts Inventory Manager to maintain an accurate and effective parts inventory control system, including perpetual or annual inventory and proper counter procedures
• Oversee quality control processes to ensure the highest standards in parts handling and service
• Manage parts warranty and return claims efficiently to receive maximum credit within required timeframes
• Maximise the use of order discount programs to meet management stock order goals

Operations and Process Improvement

• Ensure all department tools, equipment, and vehicles are properly maintained and in good working order to support seamless operations
• Continuously evaluate and optimise department processes for efficiency and customer service excellence

Team Leadership and Development

• Assist People and Culture with recruitment, onboarding, training, performance management, and offboarding of parts personnel
• Facilitate the development and training of team members, providing coaching and mentoring to build a high-performing and customer-focused team

Safety and Compliance

• Lead by example, ensuring strict adherence to safety protocols and PPE requirements
• Conduct regular safety audits through our Safety Management System, and ensure tools, equipment, and vehicles are well-maintained and compliant

About You: This position requires a minimum of 3 years in Parts Department Operations. Key skills and attributes include being a confident leader, capable of empowering and coaching your team, strong communication skills, attention to detail, and outstanding time management skills.

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