The Branch Operations Manager is accountable for the profitable achievement of customer growth and satisfaction through exceptional service. Responsible for improving branch productivity by directing the efforts of team members to achieve the greatest overall impact on company results. Oversee the daily operations of the branch to ensure that work instructions and safe work procedures are followed. Establish consistent processes, standards, and expectations for the branch associates to ensure sustainable performance within company, regulatory, and legal requirements. Manages all aspects of running an efficient operation.
Essential Job Functions
Oversee daily operations so that all processes are in balance, all work instructions and safety protocols are completely followed all the time every day.
- Establish process procedures, measurement standards for each associate.
- Flow of products are regular, no back logs no processes starved or over run.
- Deploy resources as appropriately needed to eliminate problem areas.
- All operations are carried out in a timely and correct manner
- Key branch metrics are tracked and displayed on the team board.
Associate Development to improve capabilities of the branch team to achieve the company mission, vision, and objectives.
- The hiring process is followed and given high priority until the position is filled.
- Performance management processes are followed up to and including termination.
- Training strategy is developed including an implementation plan and followed to ensure continuous training and improvement for the branch team.
- Mentor and coach future leaders / managers
Continuous Improvement so that the efforts of team members will achieve the greatest overall impact on customer satisfaction and company results.
- Identify deficiencies in performance from in-house measurements, QIRs, customer complaints or observation.
- Maintain regular ongoing team meetings to address the identified deficiencies, identify root causes, and corrective actions using QPIP or similar processes.
Other Duties and Responsibilities
- Works as a TEAM with other Branch, Operations, Department Managers
- Fosters an engaged, empowered, motivated work force.
- Monitor customer service levels, resolve local service failures and take action to assure service excellence.
- Investigates customer complaints and make necessary adjustments to satisfy the customer.
- Organize and lead regular team/branch meetings.
- Monitors and inspects data collection processes of branch KPI’s to assure accuracy and integrity.
- Hire and train new team members to fulfill the requirements of the position and comply with all company policies.
- Mentor higher performing individuals.
- Follows the rules and spirit of Clear Talk in resolving conflicts, disputes, and personnel issues (etc.) with employees, customers, and vendors.
- Communicate and reinforce the corporate mission, vision, brand pillars and values at the branch level in daily behavior with team members.
- Develop and maintain positive relationships with current and new customers.
- Develop and implement a comprehensive preventative maintenance program for equipment in the branch.
- Work closely with vendors to continuously improve relationships, maximize sales and increase profitability.
Qualifications
- Bachelor’s degree is preferred, or equivalent. Minimum High School diploma
- 5 years of management or equivalent experience.
- Warehousing experience
- Customer Service experience
- Purchasing/Inventory Control experience
- Industrial distribution experience is preferred OEM and MRO experience desirable
- Experience in hose or fluid power industry is also a plus.
- Demonstrated competency hiring, developing, and evaluating staff.
- Effective listening, communications (verbal and written) and negotiating skills.
- Strong analytical and problem-solving skills.
- Motivated self-starter, team player, hands on mentor and coach to the staff.
- PC proficiency with MS Office software, Excel, Word, PowerPoint, etc.
- Not restricted by an applicable non-compete or non-solicitation agreement
Working conditions
- May be required to work extended hours and weekends
- Warehouses are not climate controlled
Physical requirements
Ability to travel to customer sites as needed.
Able to use a computer keyboard
Able to lift 50 lbs.
Must be able to stand for longer periods of time
Bending, Stooping, twisting, necessary at times.
Royal Brass and Hose
Since 1949 Royal Brass and Hose has been a distributor of high-quality mobile equipment products like hydraulic and pneumatic parts, hoses, fittings, fasteners, adapters, and more. Our solutions, expertise and service excellence empower customer success.
We are employee-owned! Royal Brass and Hose has been an ESOP since 2018. In addition, we offer a competitive benefits package including 401K match, health, vision and dental insurance, voluntary group insurance and company profit sharing.