JOHN ROE GROUP
ROLE DESCRIPTION & PERSON SPECIFICATION
Position: Parts Supervisor
Reports to: Service/Aftersales Manager
Summary of Purpose
Leads and manages the Centre’s Parts team to deliver profitability and customer satisfaction. With support from senior manager, plans and co-ordinates the Centre’s parts sales to meet customer requirements and maximise sales volumes and margins.
Leads the Parts Team
Ensures all members of the Parts team understand the implications of the Toyota Experience for their role and monitors performance against agreed customer service targets (e.g. CES)
Leads the team by personally demonstrating and encouraging the skills and behaviours associated with the Toyota Experience and Toyota’s Brand Values – with support from senior management
Ensures that the Parts team work closely with colleagues in Sales, Service and Administration to deliver excellent customer service
Manages performance to achieve key targets and deliver continuous improvement
Under the guidance of senior manager - Manages the day to day operations of the Parts Department to ensure the achievement of key targets (e.g. parts & accessory sales volumes and margins)
Plans and manages parts and accessory stock levels to meet customer requirements and minimise cost
Ensures non current stock is promoted to build sales or returned within the 50 day period to minimise levels of non current stock
Manages stock visibility to ensure all necessary personnel have accurate information on availability and price
Negotiates with non franchise parts suppliers
Continuously reviews and improves Parts processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability
Manages the Centre’s trade sales activity – including prospecting activity, agreement of discounts and van sales
Works with colleagues across the Centre to investigate and resolve customer complaints.
Manages and develops individuals
Develops skills with support of senior manager to monitor staff training needs, ensuring training and development plans are in place and up to date for all members of the team
Develops skills to enable talent management - Works with individuals to address performance issues e.g. by providing coaching
Works with senior manager to assess potential recruits for the Parts team
Works as a full member of the Centre team
Works with colleagues and other teams across the Centre to provide a seamless service to customers (e.g. by informally observing and responding to the needs of customers who are not being attended to by other members of staff)
Acts as a full member of the Centre’s management team to take the business forward
Ensures opportunities for sales by other teams are followed up by the most appropriate specialist
Key success criteria
Parts sales (volume/margin)
Accessory sales (volume/margin)
Trade sales (volume/margin)
Staff motivation and turnover
Teamworking across the Centre (especially with the Service team)
Centre Manager -
Good standard of education with a qualification in Maths and English
Ability to lead and manage a team
Previous management or team leader experience
Proven experience of customer service delivered to a high standards
Excellent communication, administrative and organisational skills
Excellent customer service/people skills
Experience of working towards and achieving company targets
Must be a team player
Must have flexible ‘can do’ approach
CMI v3 management qualification or equivalent
Hold arecognised motor industry qualification or equivalent
Must hold a full drivers licence
The above principal accountabilities are not exhaustive and may vary without changing the character of the job or level of responsibility
The above duties may involve having access to information of a confidential nature, which may be covered by the Data Protection Act. Confidentiality must be maintained at all times.
The post holder must be flexible to ensure the operational needs of John Roe Group and partnership organisations are met. This includes undertaking duties of a similar nature and responsibility as and when required.
To promote John Roe Group’s Equal Opportunity Employment Policy
The Health & Safety at Work Act (1974) and other legislation places responsibilities for Health & Safety on all employees. Therefore, it is the post holder’s responsibility to take reasonable care for the Health and Welfare of him/herself and other employees in accordance with legislation and John Roe Group’s Safety Policy and programme.
Where the post holder is disabled every effort will be made to supply all the necessary employment aids, equipment or adaptations to enable him/her to perform the full duties of the job. If however, a certain task proves to be non achievable then job redesign will be given full consideration.
It is the responsibility of the individual to inform the Health & Safety Department (In Strictest Confidence) of their medical history and any changes, which could affect their work duties.
The details contained in this Job Description reflect the content of the job at the date it was prepared. However, it is inevitable that over time, the nature of the jobs may change. Existing duties may no longer be required and other duties may be gained without changing the general nature of the post or the level of responsibility entailed. Consequently, the job description will be revised from time to time and John Roe Group will consult with the post holder at the appropriate time: