Customer Service Manager

Shepherd Electric Company•SES Frederick, MD

10d•Onsite

About The Position

The Counter Manager at the Frederick Branch is the connective tissue between what Shepherd promises and what customers experience every single day. This is not a behind-the-desk role. You are on the floor, alongside your team, making sure the counter runs with precision, urgency, and the kind of service that earns repeat business. Frederick is a fast-moving branch serving contractors, facility managers, and project teams who can’t afford mistakes and don’t have time to wait. The person in this role sets the standard for how that customer walks out the door — with the right product, a solid answer, and confidence that Shepherd is their first call next time. You are also building a team. That means coaching counter reps, holding the bar on accuracy and responsiveness, and creating an environment where people take ownership instead of waiting to be directed. The counter’s performance is your reputation — and every transaction is a chance to earn it or lose it.

Requirements

High school diploma or equivalent required
3–5 years of experience in electrical distribution, wholesale, or a related industry; counter experience strongly preferred
1–3 years of team leadership or supervisory experience, with demonstrated ability to coach and develop people
Strong working knowledge of electrical products across multiple product lines
Proficiency with Eclipse or comparable distribution ERP system preferred
Demonstrated ability to build and maintain customer relationships in a high-volume counter environment
Strong attention to detail and commitment to accuracy — you catch errors before they leave the building
Dependable attendance and a team-first mindset
Ability to successfully complete pre-employment screening requirements

Nice To Haves

associate’s or bachelor’s degree preferred
Bilingual (Spanish) proficiency is a plus
Physical ability to stand, walk, bend, lift items up to 50 lbs., and operate in an active counter environment

Responsibilities

Own the daily rhythm of the Frederick counter — opening readiness, staffing coverage, pace, and customer flow throughout the day
Set and hold accuracy and responsiveness standards across the counter team on every shift
Resolve real-time escalations — complex customer requests, order errors, or product issues — quickly and with ownership
Coordinate with warehouse, purchasing, and inside sales when customer needs require cross-functional response
Ensure the counter environment is organized, fully stocked, and professional at all times
Recruit, onboard, and develop counter sales representatives against Shepherd’s Compass values, not just technical skill
Coach your team through direct, consistent feedback — not documentation for its own sake, but conversations that build capability
Identify and close product knowledge gaps proactively; don’t wait for a customer complaint to signal the training need
Build a team that holds itself to a standard when you’re not standing next to them
Escalate performance or conduct concerns to Branch Management promptly and without delay
Ensure every customer — walk-in or call-in — is greeted with urgency, served with accuracy, and leaves with confidence in Shepherd
Monitor quote accuracy and follow-through so that nothing falls through between inquiry and close
Build and maintain relationships with key customers, contractors, and facility managers who depend on the Frederick counter
Identify upsell and cross-sell opportunities that serve the customer’s real need — not just the transaction in front of you
Represent Shepherd’s brand in every interaction — appearance, language, and conduct included
Maintain working awareness of stock levels for high-velocity counter items; flag shortfalls before they become customer problems
Ensure counter transactions are processed accurately in Eclipse — right product, right quantity, right account
Surface recurring product gaps, pricing discrepancies, or system errors to Branch Management as signals, not one-off complaints
Participate in cycle counts and inventory accuracy efforts as needed
Review counter KPIs regularly — transaction volume, quote accuracy, customer returns, response time — and use the data to coach and improve
Use error tracking tools (UET) to identify patterns and address root causes, not just close tickets
Bring ideas and observations from the counter floor into branch conversations about how Shepherd can serve Frederick customers better