Parts Leadperson - 3rd Shift

Lead the assigned Parts Operation under the direction of the supervisor and manager. Ensure that proper standards of service are provided to EMPIRE’s internal and external customers. Work with other area leads to achieve common goals. Control direct expenses within established parameters. Emphasize safety, efficiency, and customer satisfaction. Achieve and maintain proper service standards with customers, other EMPIRE Divisions, Caterpillar, and vendors as directed.

Exceed customer expectations by:
1) Making suggestions and improvements;
2) challenging the staff to provide pro-active customer service and to operate efficiently;
3) developing excellent relationships with internal and external customers; and
4) creating incremental sales of parts by capitalizing on opportunities.

• Leads, motivates, and coaches assigned employees and conducts annual performance reviews.
• Ensures that superior customer service is delivered at every customer contact. Recruits, develops, trains, motivates, and retains a qualified, professional staff.
• Ensures that all duties are performed promptly and accurately. Maintains positive customer and supplier relationships.
• Develops and maintains a working knowledge of all processes and technologies and ensures that department staff have the same knowledge.
• Controls overtime and other direct expenses within the parameters set by management. Achieves goals for direct expenses as a percent of sales.
• Ensures that customer service issues are resolved promptly and are not elevated to the manager or director level.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.

• Maintains a self-improvement program. Must complete Supervisors Academy training and Parts Pro program.

• Maintains an effective working relationship with Service, other EMPIRE divisions and branch stores, and EMPIRE’s vendors.

• Maintains outstanding customer relations skills. Sets a proper example of good customer relations, inter-company cooperation, neat personal appearance, and good housekeeping practices.

• Assists in endeavors to merchandise other products and services sold by EMPIRE.
• Assists where needed in other parts areas.
• Must be willing to work overtime and perform after hours call duty as requested.

• Work within and promote corporate values.

• Must have interpersonal skills sufficient to work cooperatively with people, and to effectively motivate and appraise employee performance.

• Must have in-depth knowledge of products EMPIRE sells and services, and ability to complete Parts Department related documents. Must have mechanical aptitude.

• Must be knowledgeable about heavy equipment industry, customers, characteristics and the requirements of meeting their needs.

• Must have selling skills sufficient to properly instruct employees in the basics of sales techniques for customer satisfaction.

• Must possess working knowledge of all Parts Department procedures and policies including basic inventory control knowledge.

• Must be able to correctly interpret all Parts Department technical reference material.

• Must be able to supervise Parts Sales operational functions in the manager’s or supervisor’s absence.

• Must be able to execute projects and long range goals as directed by management.

• Must possess advanced computer skills and knowledge.

• Must have a good working knowledge of EMPIRE’s Purchasing process.
• Ability to maintain consistent attendance.

• Proof of high school diploma or General Education Degree (GED).
• Current Drivers…