BRANCH MANAGER

Job Description

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

This position reports to the HVAC Division Manager
The Assistant Branch Manager, Counter Sales Associate and Warehouse Associate report to the Branch Manager.

Manages the Customer Experience
Ensures customers receive prompt, professional service, in person and over the phone by establishing standards and monitoring quality on a daily basis.
Works directly with customers during busy times and with key customer accounts.
Works in conjunction with Outside Sales to determine customer needs and implement and follow 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 showroom, warehouse and exterior of the facility.
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.

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.
Regularly monitors performance against goals and take corrective action where necessary.
Manages branch inventory to ensure security, accuracy. Ensures cycle counting program is implemented per established procedures.
Oversees product returns and warranty processing, balancing customer requests with company guidelines and procedures.
Oversees warehouse and delivery operations, including receiving, labeling and put-away and order fulfillment. Creates and monitors delivery schedules to ensure accurate, on-time delivery of product.

Ability to lead by example and model expected employee behaviors
Knowledge of management principles, including recruiting, hiring, training and development, delegating, coaching, and evaluating employees.
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
Proficient in MS Office (Word and Excel).
Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and solving problems.
Ability to develop and use systems for organizing information.
Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Worker’s Compensation, Hazardous Materials Handling.
Ability to demonstrate considerable tact and diplomacy in dealing with others and maintain relationships.

High School diploma or GED
College business degree preferred
2 years’ experience in branch operations management in a wholesale environment; or equivalent combination of education & experience

Branch: Dallas