Branch Manager

Summary: The Branch Manager oversees the daily operations of our warehouse while promoting quality products and delivering first-class service. This position reports to the Regional Customer Service Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage employees and lead day-to-day operations.
• Take ownership of customers' issues, track problems, and ensure their timely resolution in accordance with established procedures to ensure overall customer satisfaction.
• Develop and deploy strategies focused on achieving the branch’s mission and goals.
• Effectively communicate with customers, outside sales, warehouse, accounting, and management to address inquiries, resolve issues, and provide necessary updates.
• Perform order entry, quote entry, and purchasing tasks accurately and efficiently.
• Identify customers' needs and sales opportunities, engaging in consultative selling to promote the organization's products and services.
• Respond to potential customers' questions and inquiries promptly, providing relevant information via email or other communication channels.
• Maintain a comprehensive knowledge of the organization's product and service offerings, ensuring accurate and up-to-date information is provided to customers.
• Explain and demonstrate product and service features to customers, highlighting their value and benefits.
• Stay informed about competing products and services, identifying opportunities to position the organization's offerings effectively.
• Upsell products and services to customers, maximizing sales opportunities and revenue generation.
• Collaborate with HR to hire new employees, approve payroll and address any personnel matters within the branch.
• Implement performance management strategies to set goals, evaluate performance, provide feedback, and recognize and reward team members.
• Provide training and development opportunities to enhance the skills and knowledge of customer service team members.
• Monitor team performance by tracking key performance indicators (KPIs) and analyzing customer service metrics.
• Resolve complex customer issues that require a higher level of expertise or authority, ensuring customer satisfaction.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS:

• Bachelor’s degree or a combination of education and experience.
• At least four years of business management experience is essential.
• Strong working knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook
• Specific industry knowledge, including both familiarity with product lines and the sales process is preferred but not required.
• Leadership experience with a proven track record of team development (Industrial Distribution experience preferred)

OTHER SKILLS and ABILITIES:

• Demonstrates strong analytical skills regarding business metrics, trends, and process improvements.
• Strong communication skills (verbal & written)
• Analytical, decision-making, and problem-solving skills are critical.
• Strong leadership, mathematics, presentation, and interpersonal skills are required.
• Good organizational skills and follow-up are essential, as are multi-tasking skills and attention to detail.
• Requires an enthusiastic, aggressive self-starter with a passion to lead others.