Address
Form of work
SalaryEssential Job Function
Manages the Customer Experience
- Ensures customers receive prompt, professional service both in person and over the phone by establishing standards and monitoring quality on a daily basis. Works directly with customers during peak business periods, or with key customer accounts.
- Works in conjunction with Outside Account Managers to determine customer needs, develop sales programs and promotions, and implements and follows through on established programs. Provides information regarding customer buying habits and needs to Account Managers 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 time, professional manner that balances customer requests with business needs.
Manages the Branch Team
- Establishes, communicates and models performance expectations of all branch team members. Ensures expectations are met by monitoring various business application reports, gathering feedback from customers, observing performance and taking corrective action or rewarding employees as necessary. Ensures all employees receive formal performance 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.
- Participates in the hiring and recruiting process to identify qualified candidates within established processes and guidelines.
- Ensures team members have the knowledge and skills needed to perform their jobs by providing regular technical and operational training. Provides learning opportunities to develop employees for promotion opportunities.
- Ensures adequate staffing levels to meet business needs by establishing working schedules, approving vacation and cross-training employees to fill in when needed.
- Provides a safe working environment by: communicating safety rules; observing and coaching employees in complying with safety rules; removing safety obstacles; complying with all governmental regulations including OSHA, Workers’ Compensation, Fire, and MSDA; and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate equipment.
- Ensures compliance at the branch level with all company employment policies, and applicable state and federal employment laws.
Manages the Business
- Establishes, in conjunction with their immediate supervisor, the sales and profitability goals for the branch. Develops and implements operating plans and budgets to meet goals. Regularly monitors performance against goals and takes corrective action where necessary.
- Ensures product pricing meets profitability targets by reviewing costs, pricing decisions and taking corrective action where necessary.
- Manages branch inventory to ensure security, accuracy, ability to meet customer product requirements as well as branch “inventory turns” goals. Ensures cycle counting program is being conducted according to plan and standard operating procedures in order to maintain inventory accuracy.
- Ensures product returns and warranty processing is being done promptly and to standard operating procedures, balancing customer requests with company guidelines and procedures.
- Oversees warehouse and delivery operations, including receiving, labeling and put-away and order fulfillment. Ensures delivery schedules are created and monitored that will ensure accurate, on-time delivery of product.
- Ensures the security and proper maintenance of all branch property, equipment and other assets by developing security systems and procedures and implementing a regular schedule of equipment maintenance.
- Controls branch operational costs, including staffing levels, supplies, freight, utilities, etc. to ensure overall branch profitability, by monitoring headcount to budget and company financial reports every month.
- Ensure company sales receipts are balanced and processed daily in accordance with the company’s established cash handling policy.
- Ensures their immediate supervisor is up-to-date and knowledgeable regarding branch operations by continually providing information and status reports.
- Monitors accounts receivable function to ensure receivables are paid according to policy and agreements with customers. Provides guidance and makes over-ride decisions on customer credit limits.
- Performs special projects as needed.
Why the Ware Group?
- Competitive Pay
- Comprehensive benefits package including Health, Dental, and Vision
- 401K with company match
- Tuition Reimbursement Program
- EAP Program
- Employee Wellness Program
- Employee Referral Program
- Warehouse Safety Reward Program
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law
