Company Background - Euro Car Parts
Euro Car Parts an LKQ company is the largest automotive aftermarket specialist in the UK, with circa 9,000 employees and over 250 branches nationwide. The business is on track to achieve another record year in terms of sales and investment into infrastructure, with annualised sales now exceeding £900 million. Euro Car Parts is one of the UKs biggest entrepreneurial success stories of recent times.
Euro Car Parts distributes parts for all makes of cars, including Korean and Japanese programmes and light commercial vehicles. They have over 130,000 different stocked part numbers, significantly exceeding its competitors and this number is constantly growing.
Euro Car Parts Ltd was founded in 1978 by Sukhpal Singh Ahluwalia, a refugee who fled Uganda’s Amin Regime for the UK with his family. At the age of 18 Sukhpal raised £5,000 with help from his Father and the bank and set up a car parts shop in North London. Since then the business has seen typical annual growth of 25% and was sold to LKQ Corporation in October 2011 for £280 million. Sukhpal remains an active member of the business having operated as Executive Chairman for the UK business and has more recently joined the main LKQ board in the States as Executive Director. His entrepreneurial flair, passion, high energy, resilience, tenacity and a “will to win” are still intrinsic to the culture of the business.
Euro Car Parts’ parent company - LKQ Corporation is the market leader in collision repair and recycled parts in North America and Europe, with an annualised turnover exceeding $4 billion worldwide and more than 30,000 employees across 7 countries.
o Customers are Trade, National, Retail (online and instore)
o 65,000 deliveries per day
o c.250 Branches across the UK and Ireland
o 21 Regional Distribution Centre’s across the UK and Ireland
o 3 UK National Distribution Centre’s
o 130,000 parts in stock
o 5,250,000 square foot of warehousing
o c.9,000 people across the UK and Ireland
o Partner with DHL on European Distribution
The Opportunity – Customer Service Supervisor
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
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.
Succession Planning / Recruitment
o Identify successors for counter duties from 10 hour fixed contract team in conjunction with BM.
o Multi skill the counter team that supports flexible working
o Identify any real talent to the BM for addition to the succession plan
o Recruit for outstanding attitude, strong work ethic and flexibility
Planning & Organising
o Ensure there is a robust staffing plan in place every day with contingency for unforeseen challenges
50.33 hours per week Monday to Friday from 8am - 6pm and alternate Saturdays from 8am - 4pm
Your career with Euro Car Parts is only limited by your ambition and will to succeed. For exceeding expectations in this fiercely competitive market we offer:
· A highly competitive salary
· Uncapped monthly bonus
· Genuine career progression
· Holiday discounts with cashback
· Up to 40% discount for tickets to major family attractions and cinemas
· Up to 20% discount for various high street retailers
· Plus amazing deals and discounts for 3000 gyms in the UK