Senior Parts Interpreter

You are here to provide, and ensure the other Parts Interpreters provide, excellent customer service to our customers by helping them find and buy the best parts for their beloved vehicles. As one of our in-house automotive parts experts, you’ll continually learn more about parts daily, keeping up with the changing and evolving industry. Working as a parts interpreter at Northern Bay Motors involves loads of variety: our customers are retail (the mums and dads walking in off the street), trade shops, and our neighbouring Service team. You are also a team member in our wider Parts business, which has 4 different hubs around Auckland as well as a Parts Trade Centre, so you’ll provide overflow support to them too, as, and when needed.  You also support the After Sales Manager with administrative and managerial tasks to ensure the smooth running of the Parts Department.

What you’re responsible for

Parts ordering and processing

When a customer walks through the door or calls you, sometimes they will know the specific part that they need, but other times they won’t. You’re responsible for being able to find the right part for them, ordering and processing that part, and until it is delivered to the customer. You are also our Parts Interpreters go-to person for parts ordering and processing queries. This means that on a day-to-day basis, you’ll:

· Be curious with the customer about what part they need, demonstrate a strong understanding of the parts in their vehicle, and talk them through the specific part they require.

· Maintain a broad knowledge of parts, which will enable you to efficiently identify the required parts and build quality relationships with our suppliers and customers.

· Completing year-on-year training so that you stay up to date with the industry.

· Order (and sometimes return) parts from Toyota New Zealand and other suppliers.

· Ensure safe and secure storage of stock, maintaining inventory, and stock levels to avoid shortages or excesses.

· Demonstrate automotive expertise, particularly in Toyota vehicles, their parts, and accessories.

· Maintain accurate records of customers’ profiles and information, orders, inquires and other relevant documentation related to parts sales.

· Managing the completion of the cash-up and banking process where required.

Customer Experience

· Clearly and professionally communicate and interact with our customers in person, over the phone, and via email so that you understand their needs and provide expert advice on genuine, and aftermarket Toyota parts and accessories.

· Go the extra mile and provide basic technical assistance and advice to customers. This could be answering questions about part fitment, installation, or compatibility.

· From time to time, we may implement new customer experience initiatives, and you’ll need to support the rollout of those and provide considered feedback as to how those experiences are landing with customers.

· Communicate with our customers and suppliers accurately and in a timely way – whether it’s answering queries, providing information about availability and pricing, notifying them when their parts/deliveries have arrived (or if they are going to be delayed), etc.

· Be proactive and engage customer complaints with urgency, and empathy. To de-escalate, resolve and identify the cause of the issue by applying Kaizen to improving our parts process.

Support to the After Sales Manager

· Organise weekly rosters where required for the team, to ensure the Department is fully operational during work hours & the Team has the resources to provide high levels of customer service

· Upskill/train and give feedback to our Parts Interpreters is crucial to us being able to provide an excellent employee experience and for them to provide an excellent customer experience.

· You must monitor the quality of the Parts Interpreters work, provide in the moment feedback to them (positive and constructive)

What success looks like

· Ensuring the parts front of house is kept tidy, and organised.

· The team being well-rostered to ensure full-coverage, including Saturday work.

· Maximising the physical security of all parts to prevent theft and stock damages.

· Meeting Toyota New Zealand’s parts targets they set for us through the Balanced Scorecard

· Every customer is greeted with a smile – whether it’s in person or over the phone (trust us, they can hear a smile in your voice!)

· Everyone helps everyone at Northern Bays Motors, so success is acting professionally, in line with our values, and enabling your colleagues to be successful in their roles too. This includes cooperating with other departments such as PTC, service and sales.

· Adhering to all Health and Safety requirements and living a breathing strong culture of incident reporting!

· Being a team player with a warm and positive mindset, contributing to a supportive and friendly work culture.