1. Throughout the day (main focuses of the day):
- Check for faxes as well as emails from the dealers that you work with.
- Check voicemails for any missed calls and return the calls as soon as you are available to do so.
- Answer questions from dealers in regards to pricing, scheduling cars, time frame it takes to get cars done as well as product information. Fax or email information needed accordingly.
- Help shop with final checking vehicles before delivery back to customers or dealers. (See quality assurance check list)
- Coordinate all pick-ups as well as deliveries with Operations Manager/Assistant Manager (when Manager is not there) to ensure vehicles will be able to have services performed and returned in time frame given.
- Coordinate with Lyell (NY62), Henrietta (NY57), Canandaigua (NY80), Batavia (NY85) as well Webster if you need help with dealer vehicles, we owe vehicles, employees to help in the shop, etc.
- Help operations with various tasks that are needed. (getting updates if needed on retail cars, getting all employees together if a meeting is needed, final checking retail cars for the shop, etc)
- Coordinate with Ann on any dealer specific or time specific needs. Also, keep Ann up to date on all associate (dealer) work that comes in and up to date on any issues. ALL DEALER INFORMATION, WHETHER GOOD OR BAD IS AT ANN’S DISPOSAL.
2. Check for any work orders that may have come in overnight in the morning. Review all work orders that have come in for that day that need to be picked up and delivered. File any others ones that are not due for that day in the corresponding folder.
- Make sure that the Operations Manager/Assistant Manager have copies of all work orders that have been scheduled for that day.
- Type up on your dealer board under the appropriate sections to reflect the work order for each vehicle for that day.
- Contact dealer(s) to let them know that you have received the work order(s)
(a) Ask for any missing information off the work order.
(b) Verify any special requests on the work order
(c) Review the pick-up and delivery times on work order. (This is when you can prep dealer for more time, IF you know you are going to need it at that point)
3. Review where we are at with due times for dealer vehicles. Contact any dealers that will need more time to see if that can be accommodated by the dealer. If not, get with the Operations Manager/Assistant Manager to make changes to make dealers requests work.
4. As vehicles are being brought in by the drivers and staff:
- Update the dealer board with “here” as the status
- Check with drivers to see how the pick-up went
- If this is a we owe pick-up, make sure that the Sales Manager has a copy of the work order and any helpful information for them.
- Make sure that the drivers (or staff) bring you a copy of the work order that has the VIN number, mileage as well as the Date of Manufacturer (DOM) on it so it can be billed accordingly.
5. Prioritize which dealer bills need to be billed out first.
- Make sure a copy of the work order is attached to the Store Copy of the invoices for accounting and the Associate Copy is with the warranty paperwork for the dealer. (Unless other specifications for that dealer or we owe and it is to be mailed out)
- Bill out the dealers with the earliest due time first.
- Then do the bills for the vehicles that are due the next day.
- Bill the we owe cars last, they are not as time sensitive as the dealers.
6. Review where we’re at with the pick-ups for the day.
- Contact any dealers that may need updates.
- Update them accordingly giving them time to make arrangements if able to do so with customer for their delivery.
- Update sales team (when needed to) with retail cars that may need more time to see if able to make different time arrangements.
7. As vehicles are finished:
- Final check them before delivery
- Touch up any small issues. If there is stuff that needs to be addressed, bring to attention of employee that performed the service to correct and then recheck when they are done to ensure there will be no issues at delivery.
- Make sure driver (staff) has all the correct paperwork that is needed upon delivery. (Also, make sure if a license plate is needed for transporting the vehicle, that they have one.)
8. Give all paperwork to customer service at end of your day.
- Invoices, voids, refunds (if any)
- Any and all mail that needs to be mailed out. (Dealer invoices, customer warranties, etc)
9. Delivering bills and paperwork.
- Bills for we owe customers get mailed to their respective dealer at the end of the week, unless dealer requests other means of getting invoices.
- Customer paperwork (when a we owe) gets mailed out once the services are finished on the vehicle.
- Make sure any and all paperwork that is to get delivered with vehicles is delivered with them. If for some reason it does not make it with the vehicle, then be sure that they get mailed out to the corresponding dealer and customer in a timely manner.
10. Prepare for the next day.
- Verify that everything in the next day folder matches the dealer board.
- Make copies of all work orders and we owe appointments that need to be picked up and place in folder for the Operations Manager/Assistant Manager.
- Highlight any special notes on the work order.