Holt Cat
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.
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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 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.
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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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.
#LI-HCT
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 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.
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr