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Job Description
Parts Manager
Job Specification
Reporting to (Line manager): / Brand Manager
Responsible for (Reporting staff): / Parts Advisor, Parts Delivery Driver
Job Holder:

In the event of annual leave, illness or any other absence from the company, the nominated deputies for this position are the ______or ______

Objectives
  • Deliver a superior parts service to all customers, both internal and external
  • Achieve and strive to exceed all targets and parts sales objectives through a well-developed and motivated parts team
  • Achieve an acceptable market share, through maximum sales of parts to trade and retail outlets and other dealership departments.
  • Maintain agreed profit margins and return on investment
  • Ensure departmental compliance with company policies and industry guidelines

Measures
  • Sales vs. objectives
  • Profit on sales
  • VQM / retailer audit
  • Customer satisfaction:
  • CEM
  • Retention (repeat purchase)
  • Staff retention

Limit of authority

Expenditure:

Use of resources:

Personnel:

Key Tasks
Objective: Deliver a superior parts service to all customers, both internal and external
  • Improve the quality of customer service in line with Volkswagen CSI survey and the retail questionnaire.
  • Receive and assist customers courteously, dealing with all queries and requests promptly
  • Examine all major transactions weekly to determine how customer service may be improved, ensuring customer records are maintained and the Part’s Club database is up-to-date and effective
  • Analyse the quality of parts to maintain a satisfactory level of service
  • Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve others when needed
Objective: Achieve and strive to exceed all targets and parts objectives through a well-developed and motivated parts team
  • Ensure all parts staff have full knowledge of vehicles, accessories, exchange units and superseded parts
  • Explain job expectations and procedures to all new team members so they understand their respective duties
  • Take a pro-active interest in training and developing team members, developing skills to support improvements in job performance and to aid career advancement
  • Provide advice and assistance to team members
  • Delegate responsibilities to appropriate personnel and monitor progress to ensure the task is completed as directed
  • Ensure the Parts department is adequately staffed to achieve all objectives and provide a prompt service to all customers
Objective: Achieve an acceptable market share, through maximum sales of parts to trade and retail outlets and other dealership departments.
  • Plan, initiate and promote parts sales events to improve sales
  • Contribute to the overall Retailer marketing plan
  • Develop ongoing strategies to increase business in accordance with Growth plan
  • Maintain effective liaison with all other department managers to forecast, review and revise business plans and assess monthly sales and profit performance to determine where improvements can be made
Objective: Maintain agreed profit margins and return on investment
  • Agree discounts in line with Retailer policy
  • Ensure the Parts department achieves budget objectives by monitoring financial expenditure, operating controls and composite figures
  • Achieve profit objectives within the specific time frame to ensure a budgeted return on investment
  • Monitor customer credit facilities and ensure that Parts credit accounts are settled according to company policy
  • Ensure adequate controls are in place to control stock holding and maximise stock turn
  • Ensure that actual inventory agrees with computerised inventory, coinciding inventory purchases with sales and special initiatives to take advantage of savings
Objective: Ensure departmental compliance with company policies and industry guidelines
  • Ensure all health and safety and internal safety procedures are followed
  • Ensure the correct re-cycling of all disposed and damaged items in line with environmental regulations
  • Ensure all transactions are recorded correctly, complying with company policy
  • Follow Volkswagen operating standards for Parts
  • Operate within the law at all times
  • Undertake all other tasks and responsibilities as requested by the Brand Manager

Key Competencies

Being Volkswagen means that as a manager you must deliver high performance through your team

  • Define clear roles and responsibilities for your people
  • Apply high standards when recruiting
  • Communicate clear goals and targets for your people
  • Systematically track the performance of your people
  • Step in to support your people when appropriate
  • Delegate appropriately in line with people’s abilities
  • Keep your team focused on the long term aims
  • Energise your team to strive to deliver success
  • Praise good performance
  • Provide constructive feedback on performance
  • Tackle instances of underperformance quickly

Being Volkswagen means that as a manager you must make work a fulfilling experience for your people

  • Communicate inspiring long term aims to your team
  • Involve your team when making decisions
  • Make effective use of people’s talents
  • Build self-confidence in your people
  • Keep your team informed on products, services, plans and progress
  • Develop a strong team spirit
  • Trust your people with appropriate space to make their own decisions
  • Adopt an accessible, approachable style for your people
  • Encourage your people to openly express their views
  • Reward people fairly for their contribution
  • Get to know your team as individuals
  • Find ways to make work enjoyable for your people
  • Provide appropriate development for your people
  • Ensure a positive physical working environment for your people
  • Help your staff create a clear personal career path
  • Ensure new staff are properly briefed and welcomed
  • Treat your people fairly and consistently
  • Take responsibility for the actions of your staff
  • Build relationships with your people’s families

Being Volkswagen means providing an easy and enjoyable customer experience

  • Create efficient processes to ensure consistent delivery of quality and service standards
  • Repair relationships with customers in cost effective ways
  • Convince your team of the importance of good customer service
  • Act on relevant customer feedback

Being Volkswagen means committing to deliver an effective contribution

  • Set an example in enthusiasm and energy
  • Strive to improve on previous performance
  • Take tough decisions that may be unpopular
  • Act fast when faced with opportunities and threats
  • Recognise when plans need to change
  • Take calculated risks that offer potential benefits
  • Maintain a strong focus on costs and efficiency

Being Volkswagen means working constructively with your colleagues

  • Create a culture where teams pull together
  • Endorse the actions and decisions from higher up
  • Build constructive relationships with key interested parties

Being Volkswagen means making sensible decisions

  • Convert strategy into practical goals and targets
  • Create plans aligned to Volkswagen’s brand ambition
  • Create a clear and rational long term plan
  • Allocate resources in line with business priorities
  • Keep on top of the activities of multiple teams and projects
  • Resist pressure to make hasty decisions

Being Volkswagen means finding better ways to do things

  • Encourage your team to suggest improvements
  • Recognise potentially profitable new products and services
  • Look to learn from external best practice
  • Develop the capabilities of your people
  • Introduce changes sensitively
  • Overcome inertia to drive through change
  • Seek out and encourage fresh ideas
  • Convert ideas into practical actions

Being Volkswagen means making a positive impression on people

  • Hold efficient and productive meetings
  • Set a positive example in personal behaviour
  • Find memorable ways to convey information
  • Gain agreement by canvassing for support and building consensus

Signatures

I have received a copy of this Job Description, read it, understood it and agreed to it.

Name / Date: / Signature:
Name: / Date: / Signature:

Parts Manager Full Job Description.docVersion 3Date Last Amended: 2008