Auto Parts Commercial Specialist

Purpose of the role (“If I do my job right ”)

I will help my store achieve or exceed its budgeted Commercial sales and profit targets, complying with corporate and legislative standards and best practices, execute Home Office programs and initiatives, anticipate and respond to the customer needs. The PartSource Commercial business plan will be implemented to ensure a profitable business. All customers will receive a consistent customer experience as per the company’s “Customers for Life” vision.

Included:

- PartSource Stores Commercial business

Excluded (indicate which role has accountability):

- CTR stores

Generic accountabilities—all employees (As an employee, I am accountable for the following)
- Always doing my best and providing my best advice
- Supporting company values and goals.
- Working cooperatively with others.
- Carrying out assigned work.
- Informing my manager if progress on tasks is better or worse than expected.
- When in doubt, asking my manager to clarify expectations.

Specific role accountabilities:
Tangible outcomes

1. Provide sales and service to Commercial customers by effectively selling product features, benefits and warranty policy information with end goal increasing profitable Commercial sales.
- Stores will meet or exceed Commercial Sales targets; dollars per transaction and items per transaction will increase
- Commercial Specialist will know and will work to achieving the store’s sales goals as well as his/her personal sales goals.

2. Deliver an exceptional customer experience by being “customer intimate” with Commercial Customers. This included deep understanding and anticipating customer needs; actively looking for sales and service opportunities and adhering PartSource standards
- The correct solutions will be available to meet customer needs
- Consistent execution of commercial marketing standards and deal execution.
- Lost sales will be captured and profit targets on outside sales will be met or exceeded.

3. Build and manage Commercial customer relationships through active communication with Store Management, ASM/OSR and occasional customer visits with ASM or Store Manager. Regularly provide feedback and recommendations to Store Management.
- Commercial accounts will receive appropriate service, in-line with service level agreements
- Commercial customers’ needs will be anticipated and fulfilled
- Store Mgmt and ASMs will be aware of customers trends and issues.

4. Attend & participate in Commercial sales meetings, vendor as well as participate in training of team members for job tasks, providing technical expertise, leading by example and coaching.
- Commercial Specialist will be well versed in current PartSource Commercial sales plans and events
- The CS will keep abreast of industry information, including current product knowledge, trends and issues.
- Staff receive on-the-job training and support

5. Resolve customer complaints and issues, using sound problem solving and dispute resolution behaviours.
- Customer complaints and issues are resolved at store level in a timely, efficient manner
- Escalations are brought to Store Manager and/or

Stratum 1 role definition

Role Title: Commercial Specialist

Department: PartSource

Manager’s Title: Store Manager Stratum: S1

MoR’s Title Regional Manager (RM) Stratum: S2

Date : January 2015

2

Specific role accountabilities:
Tangible outcomes

ASM attention in timely manner

6. Model leadership skills that encourage a strong culture, grounded in company core values, open communication and respectful escalation
- Commercial Specialist is a role model for other store staff

7. Ensure all company property is accounted for and treated with reasonable care.
- Inventory, equipment, customer information, cash, credit and debit data are protected and accurately accounted for at all times.

In a way that

Achieves the appropriate balance between commercial, retail and Automotive Infrastructure business streams, while optimizing profitability and sales growth.

Decision authorities required

Authority to coach and direct the work of others as necessary to service our Commercial Customers efficiently

Key internal role relationships

With role

Required

To be provided

Store Manager & Store Staff
- Open and Honest Communication
- Clear direction and cascaded corporate objectives
- Information on customers trends, issues
- Commercial market intelligence
- Sharing of knowledge as required

Area Sales Manager/Outside Sales Representative
- Open and Honest Communication
- Timely feedback
- Information on customers trends, issues
- Information on customers trends, issues
- Commercial market intelligence
- Sharing of knowledge as required

Regional Manager
- Open and Honest Communication
- Timely feedback
- Information on customers trends, issues
- Best Work

Key external role relationships

With role

Required

To be provided

Canadian Tire Retail Store Manager(s)
- Customer order/need
- Superior custome