Job Description

Branch Manager

The Branch Manager, under the supervision of the VP of Western Canada, plays a key role in driving processes, staff productivity, and efficient operations and proactively manages branch operations including warehouse, showroom, and inside sales teams. The Branch Manager will provide leadership and guidance to a team of employees in a variety of departments and are responsible for setting budgets, managing staffing levels, structuring daily priorities, and maintaining customer service levels.

Responsibilities:

Operations:

Ensure inventory management activities are performed according to procedure and policies (cycle counts, inventory variance reporting, replenishment, consolidation, etc.)

Ensure that all products, items, and/or materials received are sorted, labeled, and stored in an orderly fashion according to company policies and standards.

Issue lists of incoming and outgoing shipments and items and distribute accordingly between warehouse personnel.

Plan for the next day and review: Shipments, truck and courier utilization, intra-branch transfers, review reports, etc.

Determine which shipment requires receiving priority and review list of outgoing shipments.

Monitor, document, analyze, and report on warehouse and customer service metrics by reviewing daily, weekly, and monthly Key Performance Indicators (on time shipping, fill rate, backorders, sales performance, customer feedback, etc.)

Ensure adequate stock of branch supplies (i.e., office, warehouse, etc.)

Collaborate with different departments in the company especially Supply Chain Department for inventory management.

Customer Service:

Ensure showroom is maintained and staff is servicing customers in a timely manner.

Monitor inside sales service levels, quotations, and escalation resolution to ensure customer expectations are met or exceeded.

Ensure customer service and inside sales staff are consistently providing new or complimentary product solutions to customers while serving them on the phone as well as face-to-face in our showroom.

Review customer orders to ensure branch inventory levels are appropriate to service the client base.

Manage customer return process.

Ensure that branch teams meet company operations & customer service standards.

Resolve escalated customer issues.

Health & Safety:

Ensure adherence to the company’s policies, procedures, and government regulations (Federal and/or Provincial).

Drive and develop a culture of safety first by managing safety initiatives led by the Health and Safety Committee and ensure the health and safety of all employees.

Review and ensure warehouse equipment maintenance on all machinery & equipment to ensure safety and optimal performance, avoiding downtime and extra costs.

Ensure that all necessary staff certifications are up to date (i.e., Health & Safety, Reach Truck Licences, etc.)

Leadership:

Direct team capacity and delegate tasks.

Create a positive, productive, respectful, and aligned work environment amongst all branch staff, with clear, regular briefings, and two-way communication to ensure expectations and priorities are understood and adjusted.

Lead and motivate teams and demonstrate a proactive approach in identifying and responding to issues in a timely manner.

Foster a culture where employees across all departments are comfortable bringing ideas on how to improve processes, procedures, and overall customer experience.

Drive and facilitate activities that improve coordination, communication, and teamwork between warehouse operations, customer service, and inside and outside sales.

Conduct regular employee reviews and informal feedback discussions for staff.

Identify training needs, create development plans, promote cross-training culture within the branch to ensure all staff have achieved acceptable levels of skill development.