Branch Manager

Culligan; Hanover; Hybrid; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Employee referral bonus

Dental care

Extended health care

Life insurance

Vision care

RRSP match

No weekends

Paid time off

Paid holidays

Culligan training

Open door policy

Employee discounts

Company events

Job summary

Culligan is seeking a Branch Manager to oversee daily operations and lead a team delivering exceptional customer service. You will supervise staff, manage schedules, and ensure safety compliance while optimizing branch performance.

Key duties include coordinating service technicians, drivers, and CSRs, handling orders, and promoting teamwork across departments. This role offers growth paths within Culligan and a supportive workplace culture.

Qualifications

• Completion of post-secondary education is preferred.
• 3-5 years of Management/Supervisor experience required.
• Experience in the water treatment industry and customer service background is an asset.
• Strong knowledge of branch financials and performance drivers.
• Proficient with Outlook, Excel, Word, PowerPoint.

Responsibilities

• Hire, train, supervise, schedule, coach and discipline staff.
• Ensure service technicians, route drivers, and CSRs are productive.
• Maintain safety standards and site compliance.
• Schedule maintenance and manage vehicle records and logs.
• Replenish inventory and process orders from work orders.
• Coordinate shipments for installation and service.
• Assist customers by phone and in person with questions and requests.

Skills

Leadership

People management

Customer service

Scheduling

Coaching

Communication

Safety compliance

Education

Post-secondary education

Tools

Microsoft Office

Job description

POSITION PROFILE

The Branch Manager is responsible for overseeing and providing support to the daily operations of the branch. They are a key part of ensuring that all employees provide a level of customer service that routinely exceeds the expectations of the customer.

PRIMARY DUTIES AND RESPONSIBILITIES

• Responsible for hiring, training, supervising, scheduling, coaching, disciplining, addressing concerns, and managing employees
• Ensure Service Technicians, Route Drivers, and CSRs have what they need to complete their jobs and monitor to confirm their days are full and productive
• Ensure all employees are working in a safe manner and location safety requirements are met
• Schedule maintenance and maintain records for service vehicles including filing logbooks and service reports.
• Replenish inventory and equipment from daily work orders and technician requests
• Coordinate shipments of commercial equipment for installation
• Ensure arrangements have been made for Service Technician or Route Driver drive-bys on past due accounts
• Co-ordinate outbound calling for preventative maintenance, filter changes, annual service calls, and salt deliveries
• Arrange for auto-dialer to be run at appropriate times
• Manage customer accounts, approve, and enter account adjustments and credits
• Authorize and forward sales leads, on-call payments, and contest tracking
• Assist customers on the phone and in-person with questions, technical advice, troubleshooting, issues, deliveries, and requests for service
• Follow-up with orders from suppliers
• Monitor, order, and authorize the purchase of janitorial, office, and other branch supplies
• Approve and GL code packing slips and invoices and send to Cambridge accounts payable for payment processing
• Maintain open order report and ensure all orders are closed in a timely manner for month-end
• Develop and implement employee performance plans and conduct regular performance reviews
• Regularly conduct ride-a longs and job observations.
• Work with the area supervisor to coordinate daily logistics
• Promote teamwork within all departments of the branch
• Actively participate in forming and upkeeping a Health and Safety culture, H&S committee, and other related activities.
• Maintain CWC policies, SOPs and other procedures
• Coach and counsel reporting supervisors/leads and address performance issues in a timely manner.
• Co-ordinate counts, data entry, balancing for inventory
• Arrange for equipment and booth drop-off and pick-up for home shows
• Create and process customer damage claims
• Adhere to all Company policies and procedures
• Perform other related duties as assigned

QUALIFICATIONS

• Completion of post-secondary education is preferred
• 3-5 years of Management/Supervisor experience required
• Experience in the water treatment industry and two to three years customer service experience or equivalent background is a definite asset
• Strong knowledge of branch financials including an understanding of the factors that affect financial performance
• Positive attitude, work ethic, and good communication skills, including written and oral and comprehension
• Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment
• Pleasant, professional, friendly customer service demeanor is a must
• Proficient Microsoft Office skills (Outlook, Excel Word, PowerPoint)
• Highly organized and detailed oriented with the ability to multi-task and prioritize simultaneously
• A versatile self-starter with a demonstrated ability to lead, supervise direct, promote teamwork, and train employees, including organizing, prioritizing, and scheduling work assignments
• Solid problem identification, negotiation, conflict resolution, and people management skills

PHYSICAL DEMANDS

• Medium strength –occasional lifting of up to 40 lbs
• Hand and finger dexterity is required
• Movement – stooping/bending, stretching, twisting, and reaching from various heights
• Doing inventory counts, ride-a longs, dispatching Technicians and Drivers.

We Offer

• Compensation
  • Employee referral bonus
  • Annual performance review (potential pay increase)
• Benefits
  • Dental care
  • Extended health care
  • Life insurance
  • Vision care
  • Employee assistance program
  • RRSP match (after three months)
• Work/Life Balance
  • No weekends! No late nights!
  • Monday through Friday
  • Paid time off
  • Paid holidays
• Training
  • Paid Culligan training
• Direct Career Tracks: We love to promote from within!
  • Office Manager
  • Sales Representative
  • Management
• Additional Perks
  • Employee discounts
• Supportive Workplace
  • Non-toxic work environment
  • Open door policy with management
  • Company lunches, dinners, and parties!

Our Mission

• As the leading quality water expert, Culligan is committed to help individuals, families and communities in need of clean, safe water.

Our Values

• Courage to do the right thing. We value and embrace diversity and respect every individual. We act ethically in our business practices, and we make sustainability a key focus of everything we do.

We are committed to maintaining a barrier-free workplace where all employees can contribute to their fullest potential. We welcome applications from women and men including members of visible minorities, Indigenous peoples, and persons with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.