Branch Services Manager

G-A-P Supply•Anchorage, AK

About The Position

The Branch Services Manager manages branch operations to meet goals for sales, profitability, and customer perception in the local market. The role oversees Counter Sales staff serving customers in person and by phone, Warehouse staff handling receiving, product put-away, order fulfillment, and shipping, and Delivery Drivers making timely, accurate, damage-free deliveries to customer sites. The manager oversees the customer experience, branch team, and business operations. This includes setting service and performance expectations, supporting customer relationships and sales programs, maintaining facility appearance, resolving complaints, coaching and training employees, ensuring adequate staffing and a safe work environment, and complying with company policies and applicable employment regulations. The role also establishes and monitors branch plans, budgets, sales and profitability goals; oversees pricing, inventory, returns, warranty processing, warehouse and delivery operations, and asset maintenance; controls operational costs; balances the cash drawer and prepares daily bank deposits; and provides regular updates to executives. The schedule is Monday through Friday between 7:00 a.m. and 5:00 p.m.

Requirements

High school diploma or GED.
Four to six years of branch manager experience, or at least four years of assistant manager experience in the wholesale industry.
Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
Ability to use PC-based spreadsheets and word-processing programs, including MS Word and Excel.
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.
Knowledge of governmental regulations related to product distribution, including OSHA regulations, Worker’s Compensation, and hazardous materials handling.
Knowledge of human resource management principles, including recruiting and hiring, training and development, delegation, coaching, and employee evaluation.
Professional appearance and demeanor, a positive attitude, and strong communication and customer relations skills.

Responsibilities

Manage the customer experience by establishing and monitoring service standards for in-person and telephone interactions.
Work directly with customers during busy periods and with key accounts; build customer relationships and resolve complaints professionally.
Work with Outside Sales staff to identify customer needs, develop and implement sales programs and promotions, and provide information about customer buying habits and needs.
Perform outside sales calls as necessary.
Maintain the cleanliness and appearance of the showroom, warehouse, and exterior, and ensure showroom merchandising supports sales goals.
Set, communicate, and model performance expectations for branch employees; monitor performance, provide coaching, conduct annual staff reviews, and take corrective or recognition actions as appropriate.
Hold regular meetings and keep team members informed about branch operations and company matters.
Provide job training and development opportunities, including preparation for promotion opportunities.
Ensure adequate staffing by setting schedules, approving vacation, and cross-training employees.
Promote a safe work environment by communicating and reinforcing safety rules, addressing safety obstacles, complying with applicable regulations, and ensuring safe equipment operation and required employee training and certifications.
Ensure compliance with company employment policies and applicable state and federal employment laws.
Establish branch sales and profitability goals with executive staff, develop operating plans and budgets, monitor results, and take corrective action as needed.
Review product costs and pricing decisions to ensure profitability targets are met.
Manage branch inventory for security, accuracy, customer product availability, and branch turn goals; ensure cycle counting follows established procedures.
Oversee product returns and warranty processing in accordance with customer needs and company guidelines.
Oversee warehouse and delivery operations, including receiving, labeling, put-away, order fulfillment, and delivery scheduling.
Ensure branch property, equipment, and other assets are secure and properly maintained through security procedures and scheduled maintenance.
Control operating costs, including labor, supplies, freight, and utilities.
Balance the cash drawer daily and prepare the daily bank deposit.
Provide executives with regular information and status reports on branch operations.