MotorClothes/Merchandise Associate

Langhorne, PA

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.

Duties and 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.