Parts Advisor

Objectives 

• Accurately identify customer parts requirements 
• Maintain parts stock and stock records 
• Process parts orders efficiently 
• Ensure the highest level of customer satisfaction 
• Contribute to departmental compliance with company policies and industry guidelines 

Measures 

• Parts sales vs objectives 
• Departmental VQM / Retailer audit 
• Stock control data accuracy 

Key Tasks 

Objective: Accurately identify customer parts requirements  

• Maintain an up-to-date knowledge of new or updated parts via Desktop, and ensure parts bulletins, lists and  catalogues are read and stored 
• Remain aware of seasonal requirements and of parts needed in the event of a Volkswagen recall or special  offer in the Parts Department 
• Attend training courses to develop job-related knowledge 
• Liaise with Parts Manager to monitor lost sales for inventory control 

Objective: Maintain parts stock and stock records 

• Ensure all stock is kept securely and in good condition 
• Maintain stock control and guard against any unauthorised removal of parts stock 
• Ensure all incoming deliveries are checked and placed in the correct bins and any discrepancies reported to the  parts manager 
• Ensure that a receipt, payment or authorised signature is obtained for all parts stock issued • Assist the parts manager in all aspects of stocktaking 

Objective: Process parts orders efficiently 

• Ensure all paperwork, documentation and parts requisitions are completed accurately 
• Ensure all credit sales transactions are to an authorised signatory or approved account, and cash and cheque  payments are received and stored securely 
• Place special orders as necessary, balancing the needs of economy and speed of delivery according to parts  manager guidelines 
• Source the availability of additional parts from outside the Retailer 
• Search for part numbers using the Electronic Parts Catalogue (EPAC, ETKA) 

Objective: Ensure the highest level of customer satisfaction 

• Satisfy customer requirements by identifying parts accurately 
• Answer customer queries regarding parts warranties in a manner that is easily understood • Receive customers promptly and courteously 
• Develop and maintain excellent relationships with customers by meeting and exceeding their expectations  • Maintain accurate customer records, including the Parts Club member’s database 

Objective: Contribute to departmental compliance with company policies and industry guidelines • Ensure the department is kept clean and tidy 

• Ensure the correct recycling of all disposed and damaged items in line with environmental regulations • Adhere to all Health and Safety and Company policies and procedures 
• Ensure Volkswagen procedures appertaining to recycling/exchange units are adhered to 

Key Competencies 

• Customer Focus 
• Approach every situation with a desire to understand and deliver
• Listen effectively and communicate clearly 
• Use contact with the customer to build a relationship
• Take responsibility to ensure nothing is left to chance 

Operational Focus 

• Maintain parts stock  
• Handle incoming stock entering storage  
• Provide a service to the customer 
• Process customer orders for goods 
• Deal with returned goods and complaints 
• Achieve incremental sales 
• Use technology effectively  
• Manage own performance 
• Contribute to effective working 
• Contribute to improved parts processes 

Business Focus 

• Work with other areas of the business to improve Retailer profit and customer care
• Appreciate the impact of wider business issues on the Retailer and customer
• Represent the Volkswagen brand 

Essential Recruitment Criteria 

Personal Qualities 

• Empathy and tolerance 
• Ethical behaviour 
• Responsibility 
• Self-confidence 
• Customer-orientation 
• Professional appearance 
• Technical ability 

Education 

• Numerate and literate at a clerical level 
• NVQ level 2, Distribution Operations 

Experience 

• Basic vehicle layout, function and location of parts 
• Proven track record in handling stock 
• Computer skills, including experience of operating email