MotorClothes/Merchandise Associate

Job Title: MotorClothes/General Merchandise Associate

Department: MotorClothes/Merchandise

Supervisor: MotorClothes/Merchandise Manager

Summary Description

Provide courteous, knowledgeable assistance to customers; perform cashiering, stocking and other duties to promote efficient functioning of department. Resolve difficult customer problems in a courteous and professional manner. Focus on the in-store customer experience, follow up with dealership customers, and presentation of Harley-Davidson MotorClothes/Merchandise. Selling of Harley-Davidson MotorClothes/Merchandise to dealership customers appropriate to their preferences and needs by applying the RPM Sales Process.

Duties and Responsibilities

* Provide excellent customer service to all of the dealership's customers.

* Greet customers immediately, in a courteous and friendly manner.

* Meet customer needs, offers options, resolves problems and follows up with customers.

* Ensure full customer satisfaction without unnecessarily referring customer to other staff members.

* Maintain friendly, helpful demeanor.

* Provide professional, knowledgeable, courteous customer service.

* Assist customers in locating merchandise, offer additional product that compliments the purchase, takes special orders, answers questions, communicates policies on returns and exchanges.

* Point out any sales, specials, new merchandise, fast-selling and slow-selling stock to customers.

* Notify customers when special orders or back-ordered items are received.

* Possess the ability to work with several customers at one time while maintaining individual customer satisfaction.

* Monitor for shoplifting.

* Perform cashiering functions in accordance with company cash handling policies and procedures.

* Does not accept checks unless processed through cross checks.

* Use appropriate verification procedures for credit card purchases.

* Follow the Premiums Checkout Process the company has in place.

* Maintain accurate customer list in database.

* Check price tags for alterations.

* Keep sales floor and displays neat, clean and fully-stocked.

* Ensure merchandise is attractively displayed and appealing to customers.

* Maintain showroom product availability by stocking shelves and displays.

* Maintain thorough knowledge of inventory.

* Maintain cashiering desk and areas dust free, clean, and organized.

* Keep cashiering area well-stocked with necessary supplies, such as shopping bags, credit card drafts, etc.

* Assist with answering incoming calls and directing them to the appropriate person or department.

* Handle telephone transactions quickly, and courteously.

* Make tags for damaged merchandise, delivers daily to designated area.

* Appropriately takes in customers' defective merchandise for warranty, correctly complete the warranty tag, and deliver the defective merchandise to designated area.

* Follow the Ticket to Ride process for customers purchasing bikes.

* Make introductions to other departments to ensure cross selling of motorcycles, Parts and Accessories, Financing, Insurance Products and Services, Warranties and Service Plans.

* Stay up to date on all required HDU courses.

* Attend training sessions to keep current with product knowledge, sales techniques, merchandising, and inventory control issues.

* Assist MotorClothes/Merchandise Manager with attaining retail sales plans in MotorClothes/Merchandise.

* Follow and practice the RPM sales process providing all customers with consistent treatment.

* Receive and process merchandise from distributors, check merchandise received against purchase invoice, log merchandise into inventory, and prepare product for showroom floor.

* Conduct or participate in periodic physical inventory of all merchandise.

* Assist with set-up, organization, and staging of special events such as Open Houses, workshops, fashion shows, etc.

* Follow all procedures to complete all paperwork and trackers accurately and in a timely manner.

* Remain alert and on the floor at all times.

* Handle customer complaints according to dealership policy, showing empathy and a positive attitude while demonstrating our commitment to "make things right", as specifically directed by the MotorClothes/Merchandise Manager.

* Comply with all company and department policies and procedures.

* Perform other related duties as assigned or requested.

Supervisory Responsibilities

* None

Qualifications & Job Requirements

* High School Diploma or equivalent degree or greater required.

* Experience: 1-3 years of experience required, with 3-5 years preferred; or the equivalent combination of education and experience.

* Prefer knowledge and experience with selling of Harley-Davidson MotorClothes/Merchandise, and other products sold by the dealership, or the demonstrated ability to quickly learn them.

* Ability to take initiative and problem solve.

* Excellent verbal and written communication skills.

* Ability to present oneself as well as the company in a professional manner.

* Knowledge of applicable laws/policies/principles/etc..

* Proficient in the use of a personal computer and corresponding programs.

* Good attention to detail.

* Great interpersonal and customer service skills required.

* Approachable, likeable, and enthusiastic personality.

* Ability to get along with broad customer base.

* High energy level needed.

* Be self-motivated, positive, driven and helpful.

* Ability to handle confidential information responsibly.

* Great customer service, excellent personal communication, and demonstrated closing skills.

Physical Demands

* Requires the use of both hands.

* Frequently required to bend, stoop, crouch, reach and lift 50lbs of material.

* Requires standing and/or walking for extended periods of time.

Working Conditions

* Normally indoors, however, some outdoor work is required during open houses or other events.

* The noise level in the work environment can be loud.

* Occasionally exposed to exhaust fumes or other airborne particles.