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General Manager

Overview

Auto Plus is a major U.S.-based distributor of automotive aftermarket parts. Since 1921, Pep Boys has been one of the nation's leading automotive aftermarket chains with over 7,500 service bays in over 800 locations in 35 states and Puerto Rico. Together, the united organization, Auto Plus Pep Boys, has over 21,000 associates in more than 20 distribution centers and over 1,000 corporate locations. In addition, the company supports more than 530 independently-owned stores and over 2,400 independently-owned service centers across the nation. Auto Plus Pep Boys is owned by Icahn Enterprises L.P. ("Icahn Enterprises"; NASDAQ: IEP).

 

Position Summary

Responsible for managing all aspects of a store's retail, service and commercial sales, productivity, profitability, work environment, commercial relationships, visual presentation standards and operational compliance.

 

Duties & Responsibilities

  • Ensures execution of customer service standards and customer satisfaction programs, ensures the equitable resolution of customer complaints, and follows all policies related to cash, credit, check, refund and returns.
  • Inspires and seeks to produce a positive and productive work environment by knowing and leveraging the team's strengths, training and developing team weaknesses and creating a logical succession plan driven by tangible business results, interaction, coaching and associate feedback utilizing observation and role playing as necessary.
  • Maintain responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, loss prevention, safety, and environmental codes, and laws.
  • Direct, instruct, and manage a team of associates, including assigning, supervising, and appraising work; rewarding, motivating, counseling and disciplining associates; addressing associate complaints and resolving problems.
  • Interviews, hires, and trains store team associates to keep store staffing and talent at optimal levels to ensure operating efficiency and top service levels.
  • Train and coach service selling associates on "Customer Care Process", Courtesy Vehicle Inspections (CVIs), and general operation of store systems.
  • Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs and proper service repairs.
  • Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics and purchase for re-sale parts (OP) procurement and vendor payment practices.
  • Partner with the Fleet business team to maintain and build Fleet service customer relationships.
  • Advise associates, technicians, and customers on tires, parts and service programs.
  • Effectively communicates with all store associates, managers, and customers.
  • Key holder and responsible for basic and detailed opening and closing responsibilities.
  • Other duties as assigned.

 

Knowledge, Skills, and Abilities

  • High school diploma or equivalent required.
  • One year of experience in automotive parts or service environment.
  • Completion of a two-year college, technical program, or one to three (1-3) years of industry experience and a minimum of one (1) year supervisory experience.
  • Valid Driver's License.
  • Must have basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions. Ability to apply mathematical formulas to calculate commissions and discounts.
  • Acted as a work lead or supervisor previously.
  • Ability to exercise judgement and to work independently.
  • Strong customer service skills.
  • Ability to handle difficult customer situations.
  • Comfortable utilizing up-sell techniques.
  • Strong cash handling skills, including the use of POS systems.
  • Strong verbal communication skills.
  • Demonstrated consistency, accuracy and follow-through.
  • Ability to work Days, Nights, Holidays and Weekends.

 

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

 

Physical Demands

  • Must be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
  • Frequent standing and walking for long periods of time.
  • Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
  • Climb up and down ladders to retrieve and stock merchandise.
  • Communicate effectively in person, by telephone, or by using telecommunications equipment.
  • Enters and locates information on computer.
  • Presents information to small and large groups.
  • Visually verifies information, often in small print.
  • Safely operates a motor vehicle.
  • Ability to work under tight time constraints, handle sensitive date and multi-task so that deadlines can be met.
  • High organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline driven environment.

 



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