***Required: Experience in HVAC/R or Related Wholesale Industrial Products***
The principle responsibility of the Branch Manager is to direct, promote and coordinate branch operations in such a manner that will provide outstanding customer service, optimize branch market share and profitability, ensure operational productivity standards are met or exceeded, and achieve the branch’s overall annual budget, mission and goals. Key to the achievement of the above it is critical to create and maintain a business culture that is seen by our customers as friendly, proactive, helpful and exceeding expectations in the performance of our customer service.
Essential Job Function
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 peak business periods, or with key customer accounts.
- Works in conjunction with Outside Account Managers 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 Account Managers 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 showroom, warehouse and exterior of the facility. Ensures showroom merchandising and appearance contribute to sales goals.
- Resolves customer complaints and disputes in a time, 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 various business application reports, gathering feedback from customers, observing performance and taking corrective action or rewarding employees as necessary. Ensures all employees receive formal performance 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.
- Participates in the hiring and recruiting process to identify qualified candidates within established processes and guidelines.
- Ensures team members have the knowledge and skills needed to perform their jobs by providing regular technical and operational 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, Workers’ Compensation, Fire, and MSDA; and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate 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 their immediate supervisor, the 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, pricing decisions and taking corrective action where necessary.
- Manages branch inventory to ensure security, accuracy, ability to meet customer product requirements as well as branch “inventory turns” goals. Ensures cycle counting program is being conducted according to plan and standard operating procedures in order to maintain inventory accuracy.
- Ensures product returns and warranty processing is being done promptly and to standard operating procedures, balancing customer requests with company guidelines and procedures.
- Oversees warehouse and delivery operations, including receiving, labeling and put-away and order fulfillment. Ensures delivery schedules are created and monitored that will ensure accurate, on-time delivery of product.
- Ensures the security and proper maintenance of all branch property, equipment and other assets by developing security systems and procedures and implementing a regular schedule of equipment maintenance.
- Controls branch operational costs, including staffing levels, supplies, freight, utilities, etc. to ensure overall branch profitability, by monitoring headcount to budget and company financial reports every month.
- Ensure company sales receipts are balanced and processed daily in accordance with the company’s established cash handling policy.
- Ensures their immediate supervisor is up-to-date and knowledgeable regarding branch operations by continually providing information and status reports.
- Monitors accounts receivable function to ensure receivables are paid according to policy and agreements with customers. Provides guidance and makes over-ride decisions on customer credit limits.
- Performs special projects as needed and other duties as assigned.
The Ware Group, LLC dba Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.
Internal Relationships
Purchasing Staff, Human Resources Staff, Product Managers, Account Managers, Senior Leadership Team, Branch Support Managers, Inside Sales Manager & Team, Warehouse Manager & Team, Accounts Receivable Team.
External Relationships
Vendors, Suppliers, Logistics Personnel, and Customers.
Final Decision Maker
The Branch Manager has significant latitude in decision making within the breadth and scope of his / her daily responsibilities. They have full P&L responsibility that can affect profits by decisions made relative to product pricing or business expense to run the branch. They have authority to either utilize standard pricing within the system or to modify pricing to customers in order to meet sales and profit objectives. They are the final decision makes pertaining to establishing and maintaining a customer centered focus within all of operations, which includes all staff related decisions of hiring, terminating, transferring, promoting or demoting staff.
Education, Work Experience & Specialized Skills or Knowledge
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High School diploma or GED; five or more years’ experience in branch operations management in a wholesale environment; or equivalent combination of education and experience. College business degree preferred.
Job-Specific Knowledge, Skills and Abilities - Leadership
- Ability to lead by example and model expected employee behaviors
- Knowledge of human resource management principles, including recruiting and hiring, training and development, delegating, coaching, and evaluating employees.
- Ability to create and manage a high-functioning team.
- Ability to plan, organize, and direct the activities of subordinates.
- Ability to listen to others to identify concerns and needs.
- Ability to communicate with others in order to influence attitudes and actions.
- Skill in facilitating open lines of communication.
- Ability to clarify company objectives and translate them to daily employee activities.
- Ability to develop efficient work procedures.
Job-Specific Knowledge, Skills and Abilities – Business
- Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
- Ability to provide consistent, quality customer service.
- Knowledge of financial operations (i.e., profit and loss, costs of operations, return on investment, budgets). Ability to read and interpret financial reports.
- Ability to use PC-based spreadsheets and word processing programs (MS Word/Excel).
- Knowledge of showroom merchandizing techniques to drive sales.
- Ability to use company computer systems in daily branch operations.
- General knowledge of inventory management principles and procedures, including procurement, storage, forecasting and handling dead inventory.
- General knowledge of sales and marketing processes and techniques to drive sales.
- General knowledge of the HVACR industry, contractor customer needs and product applications.
- Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Workers’ Compensation, Hazardous Materials Handling.
Job-Specific Knowledge, Skills and Abilities – Personal Effectiveness
- Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
- Ability to develop and use systems for organizing information.
- Skill in following through on commitments.
- Ability to multitask and prioritize work.
- Ability to develop and implement operational plans.
- Ability to write reports, business correspondence, procedure manuals, and marketing pieces.
- Ability to work efficiently and with a sense of urgency.
- Maintains confidentiality information.
- Ability to establish and continuously improve work procedures and systems.
- Keeps the company’s best interest in mind when considering or addressing issues.
- Ability to demonstrate considerable tact and diplomacy in dealing with others and maintain relationships.
Physical Environment / Working Conditions
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this job, the employee is regularly required to stand; sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee spends significant time sitting, or standing, walking the facility and is occasionally required to climb or balance; stoop kneel, crouch, or crawl; taste or smell; and lift up to 70 pounds.
Work Environment
Combination of office with typical office equipment, warehouse with racks and bins, and wholesale branch environment. Employee may spend significant periods of time traveling on business.
Why the Ware Group?
- Competitive Pay
- Comprehensive benefits package including Health, Dental, and Vision
- 401K with company match
- Tuition Reimbursement Program
- EAP Program
- Employee Wellness Program
- Employee Referral Program
- Warehouse Safety Reward Program
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
