Senior Parts Manager

JOB SUMMARY:

The Senior Parts Manager will oversee the management of the parts operation, including but not limited to parts sales, will call, cash handling and/or warehouse operations at assigned branch stores or mine sites. Maintain a high level of service with clients, branch operations, other EMPIRE Divisions, Caterpillar, and all Non-Cat vendors. The role will implement better business practices through Continuous Improvement (CI) projects and Standard Operating Procedures (SOP) integration.

While also working towards achieving Gold status in the Parts Dealer Excellence. Develop excellent relationships with internal and external customers, while conducting routine client visits in order to continue to meet the company’s Net Loyalty score goals.

ESSENTIAL FUNCTIONS:

• Manage and motivate the Parts Staff.
  
  Ensure that superior customer service is delivered at every customer contact.
  
  Develop, train, and maintain a qualified, professional staff.
• Manage the Parts Warehouse operation to include order pulling, receiving, shipping, distribution, and inventory control. Ensure that all processes, warehouse personnel and exchange personnel are focused on achieving and maintaining Empire’s inventory accuracy goal.
• Oversee the processing of scheduled branch store returns, branch no-location returns, customer parts returns, and semi-annual Caterpillar returns.
• Oversee the branch stock parts sorting and stocking function to provide superior service to the Branch Stores.
• Support Branch Stores with temporary personnel needs, and distribution requirements, including mining operations.
• Maintain the highest level of technology available at each store or mine operation.
• Develop, implement, and manage the Parts Call Center and training development program.
• Ensure that client invoice disputes are resolved promptly, and that they are not elevated to the General Manager or Director level.
• Collaborate with Parts Operations Manager to develop and set an annual budget. Conduct in-depth monthly reviews of department budget and financial statements.
• Manage Employee Opinion Surveys (EOS), understand and share results with employees along with improvement plans working with retail advisors, leads, supervisors, and managers.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Works with Supervisors and Managers to create, manage and implement SOPs.
• Collaborates with Inventory team to exceed Caterpillar fill rate goal at site level.
• Actively participate in client collaborative planning events.
• Performs monthly operation reviews with Supervisors, Managers and Leads.
• Work with Operations Management to achieve Gold status in CAT Parts Dealer Excellence.
• Maintain the company’s set goal for the Net Loyalty Scores via client surveys.
• Ensure all vendor merchandizing programs are utilized to EMPIRE’S and the customer’s best interests.
• Ensure to uphold and continually improve upon the EMPIRE Employee Experience.
• Work safely at all times.
  
  Adhere to all applicable safety policies. Comply with all company policies and procedures and standards.

• Maintain outstanding customer relations. Set a proper example of good customer relations, inter-company cooperation, neat personal appearance, and good housekeeping practices.
• Report product and operational problems to the manufacturers and vendors that EMPIRE represents, and to EMPIRE management.
• May be involved with Exchange program management.
• Conduct compliance audits and site assessments. Maintain 5 Star audit status.
• Partner with Information Systems in maintenance and or development of operational software when required.
• Maintain a self-improvement program.
• Work within and promote corporate values.