Manager, Parts

The Parts Manager is responsible for managing and coordinating the day-to-day operation of the dealership's parts sales counter and warehouse operations. Additionally, the position will be accountable to support the branch in achieving its overall goals for customer satisfaction, safety, profitability, process improvement and growth. Essential Functions, Duties, and Responsibilities:Plan, organize, and participate in the department's day-to-day parts counter sales and parts warehouse operations, managing all related staffing, equipment/ facilities/tooling resources and activities. Therein, review and maintain service schedules to ensure appropriate labor is available to complete work in designated timeframe; measure individual and departmental performance against predetermined standards; take corrective action to assure efficient and economical material utilization, improve processes, and eliminate wasteful practices. Administer and enforce high standards for housekeeping and safe work practices.Manage and supervise the function of assigned team of parts counter sales reps and warehouse associates to ensure parts sales and fulfillment is performed at a consistently high level of quality and customer satisfaction and in compliance with all related regulatory requirements. Hire, train and evaluate performance; prepare and administer disciplinary actions; prepare staffing schedules and assignments; plan and facilitate employee training and development through the training department.Manage timely and accurate invoice processing, employee time posting, inventory orders, quotes, and customer commitments and follow-up. Oversee the administration of all activities related to core component returns. Oversee and administer the determination of related customer warranty and goodwill decisions. Investigate and resolve customer service satisfaction issues. Maintain oversight over the tracking of parts-related lost customer sales opportunities to support better inventory management and more appropriate stocking levels.Achieve departmental financial performance and profitability goals set by management. Provide input and assist in the development of the department budget and related fiscal forecasting and planning activities.Maintain positive working relationships and effective communication with all internal and external customers and Caterpillar personnel. QualificationsHigh school diploma or GED equivalent required. Associate, or higher level, degree from accredited institution in related technical field preferred.Minimum 4-6 years of combined work experience in a retail parts or industrial supply house environment. Therein, a minimum of 2-4 years of supervisory experience with dedicated people management responsibility required.Proficient knowledge of and dedicated experience using dealer management information systems (DBS) and Microsoft Office applications (Word, Excel, PowerPoint).Ability to read and analyze schematics, specifications, service and parts literature, technical bulletins, and other related publications.A refined "hands on" leadership style which is motivating and optimizes team effectiveness.Ability to collaborate effectively with all levels of staff and management and mentor those who report through the position.Refined customer relations, written, verbal, analytical, negotiation and interpersonal communication skills.Ability to multi-task, prioritize workload, and effectively delegate in a fast-paced, detail- and deadline- oriented environment.