Retail Manager

Job overview

The Retail Manager will be a strong leader that builds relationships with their team, customers, potential customers and the community. The Retail Manager will lead the location in all business efforts in alignment with the organization’s financial and operational objectives.

Responsibilities

• Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
• Oversees training and development of all location employees from hire. Ensuring all staff members including themselves stay current in training.
• Effectively manage technician labor rates, technician productivity, technician efficiency, WIP, and billing cycle days.
• Works with the Regional Aftermarket Manager to ensure proper staffing for both regular and after-hours needs.
• Develops, maintains and takes the lead in sharing the best practices and implementing common processes throughout the Service Department to ensure internal and external customer satisfaction.
• Creates and communicates repair quotes to all customers.
• Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit if Warranty Admin is unavailable
• Reviews work orders for completeness and accuracy prior to customer billing
• Ensures all store tools, equipment, and vehicles are in good working order
• Executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
• Verifies receipting in of shipments via, stock order, machine down, and transfer parts and matches to proper invoices.
• Ensures all invoices are promptly sent to the Accounting Department.
• Assists Parts Department with parts sales responsibilities.
• Assists in keeping parts department clean and orderly using the 5S process
• Ensure all cores, warranty parts, scrap, and surplus returns are sent back to the proper vendor or disposed of properly.
• Works with Regional Aftermarket Manager with merchandising showroom displays
• Works with the Regional Aftermarket Manager to ensure perpetual and physical inventories are completed.
• Ensures Hutson Parts Department checklist is followed on a daily basis.
• Responsible for wholegoods sales to customers.
• Build and grow relationships with potential and current customers and ensure that the company’s reputation and image in the community is consistent with Hutson, Inc. Core Values.
• Coordinates customer clinics, field days and related promotional events.
• Identify potential Hutson customers using available prospecting tools and Customer Resource Management (CRM) system.
• Enter customer information into the CRM per company guidelines
• Manage customer calls and customer conflict as it arises.
• Manages key customer account relationships to provide a differentiated customer experience
• Ability to discuss and demonstrate the represented equipment in a knowledgeable manner.
• Read and understand programs and incentives
• Reports weekly location metrics and tracking progress.
• Manage Satisfyd survey and Dealer experience.

Qualifications

• 3 or more years of sales experience is preferred.
• High School Diploma or GED equivalent is required.
• Knowledge of John Deere and competitive equipment as well as technology trends/advancements.
• Business, financial and logistical management knowledge.
• Knowledge of key customer account agronomic operations.
• Ability to use software applications such as Microsoft Office and internet functions.
• Excellent customer relationship skills with current and future decision makers.
• Understanding of mechanical and technical terms.
• Knowledge of parts operating systems preferred.
• Strong organizational skills.
• Interpersonal skills are needed when dealing with customers and co-workers.
• Should be service oriented and always be willing to assist the customer.
• Self-motivated to take on new tasks or help other departments when needed.

Additional requirements

• Valid Driver’s License required.

Working Conditions

• General Physical Requirements:
• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects.
• Reaching, Standing, Walking, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, and Repetitive Motions.
• Visual Acuity:
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.

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