Overview
Job Title: MotorClothes/General Merchandise Associate
Department: MotorClothes/Merchandise
Supervisor: MotorClothes/Merchandise Manager
Summary Description
Provide courteous, knowledgeable assistance to customers; perform cashiering, stocking and other duties to promote efficient functioning of department. Resolve difficult customer problems in a courteous and professional manner. Focus on the in-store customer experience, follow up with dealership customers, and presentation of Harley-Davidson MotorClothes/Merchandise. Selling of Harley-Davidson MotorClothes/Merchandise to dealership customers appropriate to their preferences and needs by applying the RPM Sales Process.
Responsibilities: Provide excellent customer service to all of the dealership’s customers.
Greet customers immediately, in a courteous and friendly manner.
Meet customer needs, offers options, resolves problems and follows up with customers.
Ensure full customer satisfaction without unnecessarily referring customer to other staff members.
Maintain friendly, helpful demeanor.
Provide professional, knowledgeable, courteous customer service.
Assist customers in locating merchandise, offer additional product that compliments the purchase, takes special orders, answers questions, communicates policies on returns and exchanges.
Point out any sales, specials, new merchandise, fast-selling and slow-selling stock to customers.
Notify customers when special orders or back-ordered items are received.
Possess the ability to work with several customers at one time while maintaining individual customer satisfaction.
Monitor for shoplifting.
Perform cashiering functions in accordance with company cash handling policies and procedures.
Does not accept checks unless processed through cross checks.
Use appropriate verification procedures for credit card purchases.
Follow the Premiums Checkout Process the company has in place.
Maintain accurate customer list in database.
Check price tags for alterations.
Keep sales floor and displays neat, clean and fully-stocked.
Ensure merchandise is attractively displayed and appealing to customers.
Maintain showroom product availability by stocking shelves and displays.
Maintain thorough knowledge of inventory.
Maintain cashiering desk and areas dust free, clean, and organized.
Keep cashiering area well-stocked with necessary supplies, such as shopping bags, credit card drafts, etc.
Assist with answering incoming calls and directing them to the appropriate person or department.
Handle telephone transactions quickly, and courteously.
Make tags for damaged merchandise, delivers daily to designated area.
Appropriately takes in customers’ defective merchandise for warranty, correctly complete the warranty tag, and deliver the defective merchandise to designated area.
Follow the Ticket to Ride process for customers purchasing bikes.
Make introductions to other departments to ensure cross selling of motorcycles, Parts and Accessories, Financing, Insurance Products and Services, Warranties and Service Plans.
Stay up to date on all required HDU courses.
Attend training sessions to keep current with product knowledge, sales techniques, merchandising, and inventory control issues.
Assist MotorClothes/Merchandise Manager with attaining retail sales plans in MotorClothes/Merchandise.
Follow and practice the RPM sales process providing all customers with consistent treatment.
Receive and process merchandise from distributors, check merchandise received against purchase invoice, log merchandise into inventory, and prepare product for showroom floor.
Conduct or participate in periodic physical inventory of all merchandise.
Assist with set-up, organization, and staging of special events such as Open Houses, workshops, fashion shows, etc.
Follow all procedures to complete all paperwork and trackers accurately and in a timely manner.
Remain alert and on the floor at all times.
Handle customer complaints according to dealership policy, showing empathy and a positive attitude while demonstrating our commitment to “make things right”, as specifically directed by the MotorClothes/Merchandise Manager.
Comply with all company and department policies and procedures.
Perform other related duties as assigned or requested.
Supervisory Responsibilities
None
Qualifications & Job Requirements
High School Diploma or equivalent degree or greater required.
Experience:
1-3 years of experience required, with 3-5 years preferred; or the equivalent combination of education and experience.
Prefer knowledge and experience with selling of Harley-Davidson MotorClothes/Merchandise, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
Ability to take initiative and problem solve.
Excellent verbal and written communication skills.
Ability to present oneself as well as the company in a professional manner.
Knowledge of applicable laws/policies/principles/etc..
Proficient in the use of a personal computer and corresponding programs.
Good attention to detail.
Great interpersonal and customer service skills required.
Approachable, likeable, and enthusiastic personality.
Ability to get along with broad customer base.
High energy level needed.
Be self-motivated, positive, driven and helpful.
Ability to handle confidential information responsibly.
Great customer service, excellent personal communication, and demonstrated closing skills.
Physical Demands
Requires the use of both hands.
Frequently required to bend, stoop, crouch, reach and lift 50lbs of material.
Requires standing and/or walking for extended periods of time.
Working Conditions:
Normally indoors, however, some outdoor work is required during open houses or other events.
The noise level in the work environment can be loud.
Occasionally exposed to exhaust fumes or other airborne particles.
