Euro Car Parts, Team P R Reilly – Counter Sales Support
Founded in 1978 by Sukhpal Singh Ahluwalia, Euro Car Parts Ltd, part of the LKQ Corporation, is the largest automotive aftermarket specialist in the UK. We employ 11,500 employees with over 300 branches, 14 hubs, 4 National Distribution Centres and our Head Office functions in both Wembley and our new premises in Tamworth, as well as Technical Sales Trainers and Specialist Teams.
We distribute parts for all makes of cars and light commercial vehicles and have over 140,000 different stocked part numbers, significantly exceeding our competitors and this number is constantly growing.
At Euro Car Parts we recognise that our people are our most valuable asset. They make the difference between good and great. In our branch network the General Manager is one of the key roles for Euro Car Parts, ensuring that the branch team are fully aligned and driving sales and representing ECP professionally when dealing with all external and internal partners.
· Our branch delivery service covers over 99% of the UK's population
· We have c.4,000 delivery vehicles operating in our branch network, making c.82,000 branch deliveries per day
· From our Midland’s NDC’s we travel c. 31,500 miles every night – equal to travelling around the world every night
· We have enough different parts in stock to fill every seat in Wembley Stadium… Twice!
· 7,000km is walked in our Tamworth National Distribution Centre every night to pick products... That's 178 marathons!
To deliver outstanding customer service to our counter customers & deliver first class shop standards
Driving Sales & Margin Performance
o Work with the counter team to deliver excellent customer service
o Look for add-on sales as part of the selling process e.g. brake fitting kits etc.:
o Maintain the shop to the highest display standards
o Ensure all stock is picked quickly and accurately
o Ensure all monies are processed efficiently and cash is all accounted for
o Queue management needs to be professionally controlled keeping the customers informed of delays etc.:
o Seek support where necessary to maintain service levels
o Follow up non-collected Click & Collect orders to drive additional sales
o Process all sales and refunds correctly to ensure accurate stock file maintained
Improving Customer Connectivity & Relationships
o Deal with customer complaints and turn them into ECP advocates
o Support the counter team to develop their customer service skills and conduct feedback on performance daily
o Holds the counter team to account where necessary
o Lead the team by example demonstrating the following:
· Honesty & Integrity
· Strong work ethic
· Trust – do what you say, walk the talk
· Do the right thing as opposed to the convenient thing
· Respect all colleagues, be fair and consistent
o Review and record progress of the counter team and identify plans to get back on track where required
o Ensure full induction training and support for all new counter starters.
o Ensure counter team complete ECP academy courses within appropriate timescales
o Keep the counter team up to speed on any issues e.g. Friday Special, promotions to push etc.
o Hold counter team briefing to keep everyone aligned and motivated outlining the day’s challenges and opportunities.
o Keep a daily learning log to assist with development and planning for the future.