Branch Services Manager

Description

WHO WE ARE -

Johnstone Supply is the top cooperative wholesale distributor in the country and a recognized national leader in the HVACR industry. With regional distribution centers based in Portland, Oregon, Joliet, Illinois, Memphis, Tennessee, Allentown, Pennsylvania, Jacksonville, Florida, and Las Vegas, Nevada, the company boasts over 425 independently-owned stores throughout the United States and beyond, totaling over 3 billion dollars in annual sales.

Unbeatable service, support, product knowledge and competitive pricing remain Johnstone’s core values. The regional distribution network means even better product availability and delivery times for local contractors, and ongoing improvements to our distribution and operations systems means Johnstone is poised to remain a true “one-stop-shop” for contractors nationwide. We offer superior customer service, technical advice and training seminars and feature the industry’s most respected catalog (available both in digital and online) featuring more than 80,000 quality parts, supplies and equipment.

SCHEDULE -

Monday - Friday between 7:00am - 5:00pm

PRIMARY PURPOSE:

Manages branch operations to meet goals and objectives for branch sales, profitability, and customer perception in the local market.

SUBORDINATE SUMMARY:

• Manages Counter Sales staff who are responsible for servicing customer needs both in person and over the phone.
• Manages Warehouse staff who are responsible for receiving, product put-away, order fulfillment and shipping.
• Manages Delivery Drivers who are responsible for timely, accurate and damage-free deliveries to customer sites.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manages the Customer Experience

• Ensures customers receive prompt, professional service both in person and over the phone by establishing standards and monitoring quality on a daily basis. Works directly with customers during busy times or with key customer accounts.
• Works in conjunction with Outside Sales staff to determine customer needs, develop sales programs and promotions, and implements and follows through on established programs. Provides information regarding customer buying habits and needs to Outside Sales on a regular basis. Performs outside sales calls as necessary.
• Develops relationships and rapport with customers to establish win-win partnerships. Strives to know names of principals of all customers.
• Maintains the highest standards in cleanliness and appearance of the facility's showroom, warehouse and exterior. Ensures showroom merchandising and appearance contribute to sales goals.
• Resolves customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.

Manages the Branch Team

• Establishes, communicates and models performance expectations of all branch team members. Ensures expectations are met by monitoring reports, gathering feedback from customers, observing performance and taking corrective action or rewarding employees as necessary. Performs formal staff reviews on an annual basis, as well as informal coaching throughout the year. 
• Ensures team members are up-to-date and knowledgeable regarding branch operations and the company as a whole by holding regular meetings, and continually providing information and status reports.
• Ensures team members have the knowledge and skills needed to perform their jobs by providing regular training. Provides learning opportunities to develop employees for promotion opportunities.
• Ensures adequate staffing levels to meet business needs by establishing working schedules, approving vacation, and cross-training employees to fill in when needed.
• Provides a safe working environment by: communicating safety rules; observing and coaching employees in complying with safety rules; removing safety obstacles; complying with all governmental regulations including OSHA, Worker’s Compensation, Fire, and MSDS; and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate the equipment.
• Ensures compliance at the branch level with all company employment policies, and applicable state and federal employment laws.

Manages the Business

• Establishes, in conjunction with executive staff, sales and profitability goals for the branch. Develops and implements operating plans and budgets to meet goals. Regularly monitors performance against goals and takes corrective action where necessary.
• Ensures product pricing meets profitability targets by reviewing costs and pricing decisions and taking corrective action where necessary.
• Manages branch inventory to en