Parts Manager

Parts Manager

The Parts Manager is responsible for overseeing the availability of parts and components to successfully support customers. This role ensures appropriate parts supply by working closely with other departments to solve backorder parts and address parts issues quickly. The role is key to ensuring high levels of customer satisfaction as it relates to the parts team. It oversees the parts team, manages applicable processes, resolves escalated issues, and collaborates with internal departments such as engineering, warehouse, purchasing, warranty and others to deliver seamless customer experiences.

Key Responsibilities

• Manage daily operations of the Parts Department, including inbound inquiries, order support, customer quoting and timely parts issue resolution.
• Ensure timely, accurate, and professional responses to customer inquiries regarding products, parts availability, orders, and delivery status. Take proactive leadership to find solutions when a part is delayed or on backorder and perform continual follow-up with others to find solutions on parts topics.
• Ensure the Parts Department team provides the highest level of customer service communication and support.
• When issues arise, appropriately and proactively escalating parts issues internally before customers do.
• Develop and implement Part Department policies, procedures, and performance standards.
• Appropriately monitor and set sales prices on parts and make price adjustments as necessary.
• Effectively monitor and report on sale prices, cost changes, and track gross margins.
• Meet or exceed assignment timelines.

• Effectively supervise Parts Department staff.
• Lead, train, manage, and mentor Part Department colleagues.
• Manage direct reports to ensure performance, including performance evaluations.
• Promote a customer-focused culture within the department.
• Provide training, performance management, and efficient management for the team.
• Promote a culture of safety, efficiency, and accountability.
• Maintain professionalism in communication internally and externally.

• Manage escalated customer complaints and ensure timely and complete resolution.
• Identify opportunities to improve the customer experience as it relates to parts management.

• Work closely with engineering, warehouse, buyers, sales, manufacturing, logistics, field service, and other cross-functional teams to quickly resolve customer issues.
• Work with other departments to maintain accurate stock levels of parts.
• Support repair campaigns to ensure parts are available in a timely manner.

• Utilize CRM and ERP systems for effective parts management to track parts usage and stock levels.
• Create, present, and monitor parts metrics such as fill rate, shortages, ETAs for backorders, order fulfillment, response time, resolution time, and other applicable metrics on a weekly basis.
• Respond to specific customer requests for parts performance metrics, as requested.
• Maintain accurate records of parts transactions and parts data.
• Provide regular reports and insights to senior management and customers.

• Analyze customer feedback, parts KPIs to identify improvement opportunities.
• Implement service enhancements to improve response time, order accuracy, and customer satisfaction.
• Lead initiatives to streamline service workflows and improve efficiency.

• Ensure compliance with company policies, safety regulations, and quality standards.

• Be a team player and perform other assigned duties within the realm of job duties to support the organization.

Education

• Bachelor’s degree in Supply Chain Management, Business Administration, Logistics, or related field preferred.

Experience

• 5+ years of experience in parts management or supply chain operations within the automotive industry.
• Previous supervisory or management experience preferred.

Skills

• Strong knowledge of automotive parts and supply chain operations
• Inventory management and forecasting
• CRM / ERP systems experience (Microsoft Dynamics / SAP)
• Vendor negotiation and supplier management
• Leadership and team management

Work Type
:
Full-time

Work Location
:
Lancaster, CA (On-site)

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Relocation assistance
• Employee assistance program

Equal Employment Opportunity

RIDE is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition, marital status, veteran status, sexual orientation, genetic information or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits,…