Parts Operations Leadperson at Empire Southwest in Tucson, AZ

JOB SUMMARY: Supervise the Branch Parts Operation. Ensure that proper standards of service are provided to EMPIRE’s customers, other Parts operations, and the Service Department. Supervise the Branch Parts Sales, Will Call, Cash Handling, and Warehouse operations. Achieve and maintain proper service standards with customers, branch operations, other EMPIRE Divisions, EMPIRE Southwest, Caterpillar, and all Non-Cat vendors, as directed by the Parts Manager. Exceeds customer expectations by: 1) continually reviewing and improving parts inventory with the help of the Inventory Control Department; 2) challenging the parts sales staff and warehouse staff to provide pro-active customer service and to operate as efficiently as possible; 3) developing excellent relationships with internal and external customers; and 4) creating incremental sales of Caterpillar and Non-Caterpillar parts by capitalizing on opportunities. Control direct expenses within parameters established by the Parts Manager. Ensures all deadlines are met and all procedures are correctly followed. Emphasize safety, efficiency, and customer satisfaction.

ESSENTIAL FUNCTIONS:

Leads and motivates the Branch Parts Sales and Warehouse staff. Ensures that superior customer service is delivered at every customer contact. Develops, trains, and maintains a qualified, professional staff. Maintains Caterpillar and Non-Cat parts inventories, ordering process, and return process. Achieves 98.5% inventory accuracy at audit. Ensures that parts warranties and parts claims are handled correctly at the branch level. Maintains positive factory-dealer relationships. Maintains a working knowledge of all products sold and their application and ensures that department staff have the same knowledge. Ensures that all vendor merchandizing programs are utilized to Empire’s and the customer’s best interests. Controls overtime and other direct expenses. Achieves goals for direct expenses as a percent of sales. Ensures that customer invoice disputes are resolved promptly and are not elevated to the manager or director level. Supervises and coaches other parts employees at the branch and conducts annual performance reviews. Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance. Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards and ensures that all direct reports comply as well.

ADDITIONAL RESPONSIBILITIES:

Maintains a self-improvement program. Maintains an effective working relationship with Service, other EMPIRE divisions and branch stores, and EMPIRE’s vendors. Maintains outstanding customer relations skills. Sets a proper example of good customer relations, inter-company cooperation, neat personal appearance, and good housekeeping practices. Assists with the merchandising of Caterpillar parts, novelties, and other parts within the Branch parts sales area.

Performs or delegates Branch Parts cash handling functions and monthly reconciliation of the cash account. Assists in endeavors to merchandise other products and services sold by EMPIRE. Assists where needed with the Parts Store enrollment process for customers. Must complete Supervisors Academy training and Parts Pro program.

Must be willing to work overtime and perform after hours call duty as requested.

Works within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

Interpersonal skills sufficient to work cooperatively with people, and to effectively motivate and appraise employee performance.

Must possess advanced computer skills and knowledge.

In-depth knowledge of products EMPIRE sells and services, and is able to complete Parts Sales Orders, Credit Memos, and all other Parts Department related documents. Must have selling skills sufficient to properly instruct employees in the basics of sales techniques for customer satisfaction. Must possess working knowledge of all Parts Department procedures and policies including basic inventory control knowledge. Must be able to correctly interpret all Parts Department technical reference material. Must be able to supervise Parts Department operational functions in the manager’s absence. Must have mechanical aptitude and equipment knowledge. Must be knowledgeable about heavy equipment industry, customers, characteristics and the requirements of meeting their needs. Must be able to execute projects and long-range goals as directed by management. Must have a good working knowledge of EMPIRE’s Purchasing process. Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

Proof of high school diploma or General Education Degree (GED). Current Drivers License Minimum of two years related experience. Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS: 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.

While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear. The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel. The employee is regularly required to lift and/or move up to 40 pounds and occasionally required to lift and/or move up to 60 pounds. Specific vision abilities required by this job include close, distance, and peripheral vision. This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts; high, precarious places; and outside weather conditions. The employee is frequently exposed to wet and/or humid conditions, extreme cold, and extreme heat. The noise level in the work environment is usually loud.