Parts Manager in Lancaster

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 find solutions for backorder parts and quickly solve parts issues. It is key to ensuring high levels of customer satisfaction as it relates to the parts team. The Parts Manager 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.
• Proactively find the best solution when a part is delayed or on backorder.
• Perform continual and professional 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.
• Take responsibility to appropriately and proactively elevate parts issues internally before customers elevate.
• Develop and implement Part Department policies, procedures, and performance standards.
• Monitor and set sales prices on parts and make price adjustments as necessary.
• Effectively monitor and report on sale prices, cost changes, and check Gross Margins.
• Meet or exceed assignment timelines.

Team Leadership & Development

• 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.
• Communicate professionally both internally and externally.

Customer Relationship Management

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

Cross-Functional Collaboration

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

Systems & Reporting

• 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.
• Maintain accurate records of parts transactions and parts data.
• Provide regular reports and insights to senior management and customers.

Process Improvement

• Analyse customer feedback and 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.

Compliance & Safety

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

Other Duties

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

Qualifications

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

Benefits include 401(k), health insurance, paid time off, vision insurance, health savings account, relocation assistance, and employee assistance program.

RIDE Coach and Bus is an Equal Opportunity Employer that does not discriminate on the basis of any characteristic protected by federal, state, or local law.