Position Summary
Responsible for managing sales activities for the branch from the sales counter and customer support teams including coordinating the flow of orders and communications between the counter and the warehouse team resulting in an excellent level of customer service.
Essential Job Function
- Manages the Counter Sales and Customer Support teams (CSR) to ensure customers receive prompt, professional service both in person and over the phone as well as receive timely bids, quotes, and follow up. Establishes standards and monitors quality daily. Works’ sales counter and directly with customers during peak business periods and ongoing with key customer accounts.
- Ensures proper communication between counter sales and customer support teams that results in timely and accurate orders going to the warehouse for product picking, staging and shipment.
- Works in conjunction with outside Account Managers to determine customer needs, support sales programs and promotions, and implements and follows through on sales programs.
- Trains, mentors, and supports CSR’s are aware of their duty to develop relationships and rapport with customers for the purpose of establishing exceptions customer service partnerships resulting in customer satisfaction and ongoing repeat business for the company.
- Maintains the highest standards in appearance of the showroom including cleanliness and merchandising via the established min / max replenishment levels that result in counter sales maximization and the maintenance of company standards.
- Resolves customer complaints or disputes in a timely and professional basis to balance customer requests with company business needs. This responsibility bridges the sales counter, customer support teams and all warehouse activities. Customer satisfaction and repeat business are paramount to the successful fulfillment of this objective.
- Performs annual written performance reviews of assigned subordinates but communicates and coaches CSR teams and warehouse personnel ongoing to ensure all employees under his / her realm of responsibility are prepared to meet daily challenges and opportunities.
- Participates in all aspects of employment issues including, but not limited to: recruitment, termination, training, disciplinary actions, promotions, demotions, training, and daily coaching. Building a well-trained, focused team is a high priority and key to success.
- Supports the WGI safety initiatives by active safety program participation, training staff, ensures employees observe all safety procedures and policies.
- Ensures branch sales receipts are balanced and processed daily in accordance with the cash handling policies. Supports accounts receivable activities by following up as requested.
- Monitors CSR teams to ensure they call their assigned customers to notify them of sales specials and promotions for the purpose of optimizing branch sales.
- Resolves problems or issues by working cooperatively and professionally with coworkers and supervisors. Ensures immediate supervisor is up to date and knowledgeable regarding branch operations. Acts in the absence of the Branch Manager as needed.
- Maintains and exceeds department standards for accuracy, efficiency, and customer service.
- Ensures a safe workplace and trains and follows all security, safety, and maintenance protocols.
- Performs other responsibilities as assigned for the smooth and efficient operation of the branch.
Internal Relationships
Branch Support Staff, Account Managers, Branch, Market and Senior Leadership, Counter Sales and Customer Support Rep Teams, Warehouse Manager & Team, Accounts Receivable personnel.
External Relationships
Vendors, Suppliers and Customers.
Final Decision Maker
Decision making limited to the scope and breadth of the assigned individual responsibilities related to inside sales and customer service management. As a manager, should be able to resolve most issues and problems within the scope of assigned job responsibilities but should check with Market or Branch Manager when issues arise that they are not familiar with.
Qualifications
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, Work Experience & Specialized Skills or Knowledge
- High school diploma or GED required with three or more years’ experience in branch operations in a wholesale environment or equivalent combination of education and experience.
- A minimum of three years of customer service experience required with sales experience preferred.
- Two or more years of experience supervising a team preferred.
- A solid knowledge of HVAC / R products preferred.
Job-Specific Knowledge, Skills and Abilities
- Ability to lead by example and model expected employee behaviors.
- Ability to manage and motivate cross-functional teams.
- Ability to plan, organize and direct the activities of subordinates.
- Ability to listen to others to identify concerns, needs, and resolve problems.
- Highly skilled in communicating with others to influence attitudes and actions.
- Ability to build and maintain positive relationships. Must be able to demonstrate considerable tact and diplomacy in dealing with others.
- Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals.
- Maintains organized work processes, materials, and files.
- Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
- Ability to provide high level of consistent, quality customer service.
- Ability to follow marketing plans to merchandise the store and maintain showroom.
- Ability to use PC-based applications and business operations software (i.e. Eclipse). Spreadsheets and word processing program knowledge highly desirable (MS Word/Excel). A working knowledge of the company business system and RF Scanners is critical to the successful completion of job duties.
- Working knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Worker’s Compensation, Hazardous Materials Handling.
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: While performing the duties of this job, the employee is regularly required to sit, use hands to hold product, paperwork, type, talk and hear. The employee is frequently required to walk. The employee is occasionally required to stand; reach with hands and arms; climb or balance; stoop, kneel, crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance, color, and peripheral vision, depth perception and ability to adjust focus.
Office Environment: Typical office environment working conditions in a wholesale branch environment. Visual acuity and hand dexterity required for reading, producing reports, or doing computer work and data entry for extended periods of time. Limited physical exertion required in daily activity. Auditory acuteness required to perform heavy volume of telephone and personal contacts on an individual or group meeting level. Travel is limited to less than 10% on the local, state, and regional basis as needed.
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 proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).
