Matt Hayton

Decided I wanted to try and be an entrepreneur, I would purchase abandoned storage units online and then sort through the contents and sell them off for a profit. This has been my current job however I have found myself to be missing the automotive industry and am very keen to get back into it.

Got very good at researching niche things and then creating listings, posting and maintaining communication throughout the process of selling items online, primarily this was done through Trade Me

• I am an ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology
• I am a motivated, honest, and hardworking person looking to have a fulfilling carrier within your company
• I am skilled in a variety of areas but have been heavily involved within the automotive parts industry along with merchandising, customer relations, pick packing for orders in the past with a great track record
• Customer service excellence
• Warehouse organisation
• Product knowledge
• Visual merchandising
• Used planograms provided by head office for inventory display and created my own small displays beside products on special for additional add on sales
• Regularly worked in the warehouse / stock hold area of the shop
• Developed sound knowledge of where all items were
• Ensured correct organisation of all stock items

E.g Bulbs, misc Automotive parts, oils, belts, contact points, distributor caps and rotors, oil filters, ratchets and sockets along with numerous types of sprays etc

• Proactively ordered replacement stock for items running low

This was done by comparing stock taking sheets with physical showroom counts before ordering

• Heavily involved in receipting inwards goods by scanning them into stock and checking to make sure the correct products had arrived along with no damage., If any damage had occurred I contacted the supplier and informed them

I also completed any warranty forms required

• Created end cap displays to feature all 'On sale' items
• Developed effective communication between my management team members and co-workers, bringing up underlying concerns other co-workers didn't want to openly say during team meetings
• Developed great communication skills with my customers
• Worked hard to help them figure out exactly what they needed when they came in, Customers would come in looking for parts (often bulbs) but not know the name they were looking for
• Using pictures and my communication skills I would find out what they wanted and locate their items in our mini warehouse / stock room this worked well especially with customers with language barriers
• Displayed all advertising materials provided by head office to maximise sales, including one off promotional material such as banners and completely revamping the store for Bathurst etc
• Built strong, positive relationships with trade customers (workshops, garages, local mechanics) which benefited the store in customer retention and repeat sales

• Served as a mentor for new employees by demonstrating proper work techniques and correct protocols including locking up the store, counting the cash float, checking and approving inwards goods, click and collect procedures, reciting inwards goods into stock, refunds if needed and how to ensure the correct products had been picked for a click and collect order
• Consistently met the established goals for our customer satisfaction ratings set by management and head office
• Regularly fulfilled other branches requests for parts which was very similar to a click and collect, I had to ensure I had all the correct part numbers, parts and additional things they had requested
• Maintained a neat and organized store environment to ensure easy navigation for customers. This included regular stock taking and price checking if the cost price had increased and if it had, to then also update the prices as required
• Performed daily opening and closing procedures such as counting money, reconciling tills, and restocking shelves
• Used POS system to process sales and refund transactions
• Skilled at using various software tools to look up specific parts for specific cars (ACE / Navigater / Smart CAT)
• Used third party websites to help locate specific items for vehicles that were not loaded onto our systems such as American cars and some European cars
• Received and processed online orders for shipment or store pick-up
• Involving click and collect orders and ship to home orders
• Primarily used NZPost online to book the deliveries
• Placed special orders, submitted online orders, or contacted other stores to find desired items for a customer
• Watched for and recognized security risks and thefts with the use of CCTV
• Participated in team meetings to discuss new initiatives and strategies for increasing sales
• Identified and implemented health and safety improvements within retail store operations E.g Relocated rotor discs to shelving below waste height, These reduced risks of back injury and crushing someone should the stock fall from height during an earthquake
• Resolved customer complaints in a professional manner while keeping the best interests of both the customer and the store in mind
• Explained products and services to help customers make informed decisions, this included different brands of oils and the specific benefits some of them have over others, coolants, the different number of lumens specific brands offer for bulbs compared to other brands etc
• Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues., e.g
• Offering to order in a specific clearance part for a customer who may know the exact part number but cannot complete a click and collect for whatever reason
• Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts, Account Payments etc
• Developed strong customer relations in Dunedin, notably DJ Base, Mike Teasdale Motors and Anything Automotive Mosgiel (local mechanics shops)
• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
• For example, I suggested Repco oil filters and Repco oil to the customer
• This lead to higher margins for Repco and a happier customer experience because of their lower retail price paid
• Adopted feedback from supervisor and peers to build and improve skills
• Followed up with customers regarding product functionality and overall satisfaction of items sold to them
• This built a positive relationship with the customer helping to ensure their return business
• Assisted with mentoring new employees both during and after training
• Responded to telephone inquiries and complaints following standard operating procedures
• Provided account information to customers and explained bill service policies and customer rights along with store policy and refund policies
• Complied with corporate and regulatory policies regarding information confidentiality and privacy
• Investigated and researched issues to determine root causes and appropriate resolution methods
• Greeted customers by name and displayed respectful attitude, helping to develop rapport with customers and build lasting relationships with them
• Built sustainable relationships and trust with customer accounts using open and interactive communication
• Referred unresolved customer grievances to designated departments for further investigation
• Determined charges for services requested and arranged for billing, e.g
• Postage costs for transfer of stock between stores and other materials requests
• Contacted courier representatives to arrange / issue instructions for shipping and delivery of materials
• Tracked and trace for other branches along with retail and trade customers
• Made appropriate account corrections to resolve customer problems
• Obtained and examined relevant information to assess validity of complaints and determine possible causes
• Handled numerous warranty claims for various products
• Dealt directly with the supplier and customer after testing the item with available resources and clearing it with management approval
• Recommended improvements in products, services, or billing methods to prevent future problems
• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
• Bulb installation (especially with H4 bulbs) is a good example with some cars having a retainer clip holding the bulb in place
• Brake pads, some customers do not realise they need a wind back tool for the piston
• Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
• Processed many ship to home orders with the use of NZPost Online
• Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions
• Navigated multiple computer systems and applications and utilized search tools to find information such as ACE and Smart Cat
• Resolved problems and escalated high-level issues to supervisor within established timeframes
• Notified customers and employees of company promotions and limited-time offers
• Addressed customer questions and recommended appropriate products and services to increase their satisfaction
• Communicated work goals and deadlines to coworkers to increase productivity and meet project benchmarks e.g, we had a massive tool chest that was branded and whoever sold it got a free dinner shout
• Notified supervisors of overarching customer and team member concerns e.g a cheeky local mechanic that might be pulling the mickey when returning a product
• Processed customer discounts, returns and refunds according to store policies
• Altered prices manually when a shelf price was incorrect
• Maintained store inventories and ordered new materials to increase item availability for customers
• Recommended employees for promotions and notified individuals of career progression opportunities
• Monitored CCTV or digital recordings to identify source of losses, There has been multiple times where I have caught people working in pairs of twos where one will distract the counter staff as the other one scopes out the store or will go straight to a specific area (radars, head-units etc)
• Used CCTV to monitor for store theft and warned coworkers along with nearby stores about potential return thieves
• Explained health and safety risks to customers about products they were purchasing from the store
• E.g
• Battery charging in an area that is well ventilated to avoid odorless flammable gas

Ran the Night Shift of BP2GO in Dunedin

Complied with all health and safety guidelines

Checked ID's for age restricted products such as tobacco and vapes

Restocked beverage fridges and cooked pies

• Addressed and resolved client or customer inquiries to foster superior standards of service., Recommended TRW for certain types of cars and models and softer compound brake pads such as Silverline for other forms of transport, such as a taxi so they do not warp their rotors
• Led and directed team members on effective methods, operations, and procedures, fire safety and drills etc
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
• Helped customers with questions, problems and complaints in person and via telephone
• Conducted price checks for cashiers and service clerks
• Maintained accurate cash drawer by performing cash deposits, documentation and control procedures
• Prepared and replenished food, coffee, and drink items to promote sales
• Complied with loss prevention policies to maximise safety and reduce theft
• Stocked product and maintained displays according to merchandising standards
• Greeted customers by displaying friendly and outgoing attitude, fostering pleasant experiences
• Oversaw fuel delivery process by performing required preparation procedures
• Carried, pushed and pulled products using safe lifting techniques to avoid injuries
• Checked identification for tobacco and lottery sales to comply with New Zealand law
• Processed cash, check and credit cards for customer purchases
• Counted cash drawers at beginning of shifts to verify correct amounts
• Arranged and replenished displays and merchandise racks to maintain store appearance
• Supervised others and provided on-the-job training
• Worked with coworkers to complete tasks
• Performed routine and scheduled maintenance services
• Responded quickly to meet customer needs and resolve problems
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
• Met deadlines while maintaining high-quality deliverables
• Troubleshot minor problems and reported larger technical issues
• Performed general maintenance and repair of bagging machine, water features etc
• Verified and tracked received inventory, reconciling shipping invoices and receiving reports for count accuracy
• Used best practices to ensure stock arriving from overseas (e.g
• Vietnam) was correctly fumigated with lizards and insects safely removed
• Researched and resolved issues involving purchase orders and receiving documents
• Helped customers dealing with bora rot, grass grub and other common landscaping issues and recommended correct products to use
• Collaborated with production, quality control and other managers to optimize processes of both bagging items and displaying items
• Handled, sorted, and stored damaged merchandise according to set procedures
• Communicated status of inbound deliveries and changes to receiving schedule