Branch Manager at Johnstone Supply – Reading, Pennsylvania

Working under the direction of the Regional Operations Manager, the Branch Manager is responsible for the overall branch management, branch profitability and customer experience in the local market. A Branch Manager is a role model and leader and must direct the daily work of the inside sales, administrative and distribution staff, solve problems, make informed decisions, and manage the workforce and their time wisely in order to achieve maximum results.

Manages Lead and Counter Sales Associates, Warehouse Staff, and Delivery Driver(s).

Team Management

1. Establishes, communicates, and models performance expectations for all branch team members. Institutes goals for branch performance and encourages employees to create self-set goals.

1. Ensures performance expectations are met by monitoring reports, gathering feedback from customers, and observing performance. Works with employees to facilitate attainment of self-set goals.
2. Holds employees accountable for branch and self-set goals. Performs formal periodic staff reviews. Provides routine informal feedback to manage employee performance. Takes corrective action as necessary and rewards employees when appropriate. Regularly holds individual performance discussions (i.e. “One-On-Ones”) with direct reports.
3. 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.
4. Participates in the hiring, recruiting and interview processes to identify qualified candidates within established processes and guidelines.
5. Ensures team members have the knowledge and skills needed to perform their jobs by providing regular training. Provides learning opportunities to develop employees for promotion.
6. Ensures adequate staffing levels to meet business needs by establishing working schedules, approving vacation, and cross-training employees to fill in when needed. Reviews appropriate staffing levels with management to optimize productivity.
7. Maintains a neat, tidy, and safe working environment; communicating safety rules; observing and coaching employees in complying with safety rules; removing safety obstacles; complying with all governmental regulations including OSHA, Worker’s Compensation, Fire, and SDS; and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate equipment.
8. Ensures compliance at the branch level with all company employment policies, and applicable state and federal employment laws.
9. Maintains accurate and up-to-date financial records, branch operational records, documentation, and employee performance files.

Business Management and Financial Success

1. Establishes sales, profitability, and operational goals for the branch in conjunction with management. Develops plans and budgets to meet goals. Regularly monitors performance against goals and takes corrective action where necessary.
2. Provides feedback about market level pricing to management. Manages local discounting and quoting within company guidelines.
3. Manages branch inventory to ensure security, accuracy, and ability to meet customer product requirements. Ensures cycle counting program is implemented per established procedures.
4. Manages regular, seasonal, and ad hoc inventory purchasing for the branch.
5. Oversees timely and cost-effective handling of customer product returns, warranty processing, freight damage and labor claims, balancing customer requests with company guidelines and procedures.
6. Oversees warehouse and delivery operations, including receiving, labeling, put-away and order fulfillment. Monitors delivery schedules to ensure accurate, on-time delivery of orders.
7. Ensures the security and proper maintenance of all branch property, equipment, and other assets by managing security procedures, and implementing a regular schedule of equipment maintenance.
8. Rigorous control of branch operational costs, including labor, supplies, freight, utilities, etc. to ensure overall branch profitability, increase operational efficiency and/or improve productivity without compromising service quality.
9. Ensures that cash drawer is balanced daily, and that daily bank deposit made.
10. As needed participation in the collection and prosecution of past due receivables for branch customers in conjunction with management.
11. Ensures management is up-to-date and knowledgeable regarding branch operations by continually providing information and status reports.

Customer Sales and Service

1. Ensures customers receive prompt, professional service in person, over the phone, and electronically (e.g., email, text, etc.) by establishing standards, monitoring interaction quality, and enforcing standards. Works directly with customers, especially during busy times or with key customer accounts.
2. Manages counter sales transactions and ensures that employees increase sales through add-on and suggestive selling techniques.
3. Works to support outside and inside sales activity; develops and/or implements sales programs and promotions; follows through on established programs. Provides information regarding customer buying habits and needs to Outside Sales or management on a regular basis. Performs outside sales calls as necessary.
4. Qualifies prospects to determine their suitability to become a customer.
5. Develops relationships and rapport with customers to establish long-term “win-win” partnerships and encourages employees to do the same.
6. Maintains cleanliness and appearance of the showroom, warehouse and exterior of the facility. Ensures merchandising and advertising displays are updated and rotated regularly to increase sales opportunities.
7. Fosters a unique “shopping” experience through the use of innovative and creative merchandising techniques and services that educate customers and prospects to the diversity of product available for sale and the benefits of doing business with Johnstone Supply.
8. Ensures that customer complaints and disputes are resolved in a timely, professional manner that balances customer requests with business needs.
9. Maintains and updates product knowledge. Stays informed and educated as to product inventory and applicability in order to help customers with product selection.
   
   

General Results and Responsibilities

1. Adheres to and enforces all company policies, procedures, and business ethics codes.
2. May represent Johnstone Supply at trade associations, events, and local chapters.

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is expected that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Above all, the individual must be honest, loyal, and ethical, and be capable of building and managing a spirited team environment with like values.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

Required:

• High School Diploma / GED required OR equivalent combination of education and experience.
• Minimum of 4 years’ experience in management/operations in a wholesale environment.

Preferred:

• College degree in a relevant field (e.g. business).
• Successful business experience in a relevant field.
• Direct experience in HVACR or similar industry.

Job-Specific Knowledge, Skills & Abilities:

1. People Management

• Knowledge of human resource management principles, including recruiting and hiring, training and development, delegating, coaching, and evaluating employees.
• Excellent customer service skills.
• 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.

2. 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.
• Demonstrated ability to manage profit and loss in order to maximize financial performance.
• Knowledge of showroom merchandising techniques to drive sales.
• Skill in using computer systems to communicate, locate information, process transactions and to manage branch operations.
• Skill in the use of PC-based spreadsheets, word processing programs (MS Word/Excel) and internet access programs.
• 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. Expert knowledge in at least one of the following product areas desirable: motors, HVAC, refrigeration, controls.
• Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Worker’s Compensation, and Hazardous Materials Handling.
• Knowledge of current industry and competitive practices including but not limited to legislation affecting the business and its markets.

3. Personal Effectives

• Problem-solving skills: listening to, interpreting, and meeting the needs of others; diagnosing and rectifying problems.
• Willingness and aptitude for solving non-routine, unstructured problems that often require attention to detail.
• Ability to develop and use systems for organizing information.
• Skill in following through on commitments.
• Ability to multitask and skill in prioritizing 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 of information.
• Ability to establish and continuously improve work procedures and systems.
• Strong memory retention and observational skills
• 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 to maintain relationships.
• Strives for continuous self-improvement and for improvement of the business with respect to sales, service quality, and profitability.

4. Expected Work Behaviors:

• Individual should be motivated, well organized, self-disciplined, and independent with an “ownership” mentality.
• Keeps the company’s best interest in mind at all times.
• Consistently works to promote company growth while maintaining ethical standards.
• Maintains a professional and tidy personal appearance at all times, around customers, vendors, and employees.

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 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.

Position Type/Expected Hours of Work: This is a full-time position, Monday through Friday, with weekends as needed per business requirements.

Travel: Travel is expected for this position as needed per business requirements.

Oral Communications Skills Diplomacy

Reading Skills Math Aptitude

Team Building Skills Computer Skills

Customer/Vendor Relations Mechanical Skills

Organization Project Management

Written Communication Skills Technical Skills

Interpersonal Skills Ability to lift up to 70 pounds

Time Management

The Branch Manager will maintain the strictest confidentiality on all corporate matters including, but not limited to marketing strategies, operational structures, pricing and all subjects that may have an adverse effect on the company in the marketplace if they were made known outside the company.