Parts Counter Lead

Parts Counter Lead –
HOLT CAT

The Parts Counter Lead is responsible for communicating with customers in a positive, caring, and timely manner to enhance customer relations while maintaining accurate and efficient processing of all parts transactions.

The incumbent in this position is expected to model the following practices on a daily basis:

• Models, promotes, reinforces, and rewards consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Assists in supervising the activities of Parts Counter Sales Representatives, develops, schedules, ensures attendance at department meetings, and ensures customer satisfaction while adhering to company policy and procedures.
• Completes all parts transactions for internal/external customers in an accurate, timely, and supportive manner to ensure customer satisfaction, as measured by manager observation and customer feedback surveys.
• Participates in all sales programs sponsored by HOLT that promote sales through incentives and meet or exceed specified objectives as measured by program administrators.
• Maintains product information systems current and updates new product information, to be measured by management observation and attendance records at new product update meetings, safety meetings, PSSR travel routine, and in‑shop training schedule.
• Assumes turn in after‑hour call‑out rotation to assist customers in after‑hour call‑out needs, to be measured by adherence to set schedule and call‑out report provided to management by the answering service, and customer feedback.
• Maintains working action pending report/CPROs.
• Ensures monthly safety training and meetings are attended by all personnel.
• Assists Parts Manager with interviews, performance reviews for parts counter representative team and documentation of corrective actions.
• Mentors Part Counter Representatives in the development of leadership skills.
• Approves Parts Counter Representatives time and actively schedules the counter team PTO.
• Assumes PCC champion responsibilities.
• Promotes PCC orders, usage, HOLT Hose Vans, and current dealer promotions.
• Works overtime as required by workload and customers’ needs to include on call rotation.
• Requires regular and punctual employee attendance.
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Performs other duties assigned.

• Demonstrate well‑organized skills.
• Demonstrate good phone and people skills.
• Must be proficient with computers; experience with a computerized parts management system highly desired.
• Must be capable of working in a fast‑paced environment.
• Demonstrate excellent attention to detail.
• Must have excellent attendance and work performance.
• Must be self‑motivated with a high commitment to completing tasks in a timely manner.

• High School diploma or GED required.
• Minimum 4 years of customer service experience required;
  Parts store experience preferred.
• Must be able to obtain forklift certification.

• None.

• None. Must have a valid drivers' license.

• This position involves extended periods in a stationary position; occasionally moving inside the office to access office equipment and files.
• This role frequently communicates with others, must be able to exchange accurate information in these situations.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Occasionally moves materials or equipment weighing up to 10 lbs.

• This job is generally performed in a professional office environment.
• Frequently works at fast pace with unscheduled interruptions.

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

• Entry level

• Full-time

• Sales and Business Development

• Construction

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