Branch Services Manager

G-A-P Supply; Anchorage (AK); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Paid Vacation / Holidays / Sick Leave

Medical Insurance

Dental Insurance

Vision Insurance

Company paid Life Insurance

Long-Term Disability Insurance

Flexible Spending Account

Health Savings Account

401(k) Plan with company match

Job summary

Johnstone Supply - The Founders Group is seeking a Branch Services Manager to lead branch operations, customer experience, and staff development in Anchorage. You will drive sales profitability, manage inventory, and ensure safety and regulatory compliance across the facility.

The role emphasizes staff leadership, cross-functional coordination with Outside Sales, and maintaining high showroom standards to support growth in a competitive HVAC/R market.

Qualifications

• High school diploma or GED; 4–6 years of Branch manager or asst. manager experience in wholesale distribution.
• Knowledge of wholesale distribution branch operations: order fulfillment, inventory control, customer service, merchandising, shipping and receiving, and sales.
• Ability to use PC-based spreadsheets and word processing programs (MS Word/Excel).
• General knowledge of inventory management principles incl. forecasting and dead inventory handling.
• Knowledge of sales and marketing processes to drive sales.
• Knowledge of governmental regulations (OSHA, Worker’s Comp., Hazardous Materials Handling).
• Knowledge of human resource management principles: recruiting, training, coaching and evaluating employees.
• Professional appearance and demeanor, positive attitude, strong communication and customer relations skills.

Responsibilities

• Manages the Customer Experience by ensuring prompt, professional service in person or by phone and coordinating with key accounts.
• Collaborates with Outside Sales to determine customer needs and implement promotions; conducts outside sales calls as needed.
• Develops relationships with customers and maintains knowledge of principals and contact points.
• Maintains showroom, warehouse, and exterior cleanliness to support sales goals.
• Resolves customer complaints promptly and professionally balancing customer requests with business needs.
• Oversees branch staff performance and conducts annual and informal reviews with coaching.

Skills

Branch management

Wholesale distribution knowledge

Customer service

Communication skills

Human resources management

Sales/marketing knowledge

Safety/regulatory compliance

Education

High school diploma or GED

Tools

MS Word

MS Excel

Job description

Join Our Team as a Branch Services Manager at Johnstone Supply - The Founder's Group!

Competitive Pay ** Work/Life-Balance ** Winning Team**

ABOUT US –

Johnstone Supply - The Founders Group is a 3rd generation family-owned wholesale distributor for heating, cooling, and refrigeration supplies and equipment. We operate across 6 states as one of the nation's largest HVAC/R distributors. Johnstone Supply offers superior customer service, technical advice and training seminars and features the industry’s most respected catalog (available both digital and online) featuring more than 80,000 quality parts, supplies and equipment. Our purpose is to keep our communities safe & comfortable!

IDEAL CANDIDATE PROFILE –

The ideal Johnstone Supply team member is someone who exhibits our core values (Customer Focused, Accountable, Solutions-Minded, Always Learning, and Collaborative) and 9 winning habits. These include:

1. Be a Great Teammate
2. Be Accountable
3. Have a Plan
4. Solve Problems
5. Have a Winning Attitude
6. Put Yourself in the Customer’s Shoes
7. Develop Yourself
8. Have Fun
9. Lead People – Manage Processes

SCHEDULE -

Monday - Friday between 7:00am - 5:00pm

PRIMARY PURPOSE:

Manages branch operations to meet goals and objectives for branch sales, profitability, and customer perception in the local market.

SUBORDINATE SUMMARY:

• Manages Counter Sales staff who are responsible for servicing customer needs both in person and over the phone.
• Manages Warehouse staff who are responsible for receiving, product put-away, order fulfillment and shipping.
• Manages Delivery Drivers who are responsible for timely, accurate and damage-free deliveries to customer sites.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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 busy times or with key customer accounts.
• Works in conjunction with Outside Sales staff 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 Outside Sales 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 facility's showroom, warehouse and exterior. Ensures showroom merchandising and appearance contribute to sales goals.
• Resolves customer complaints and disputes in a timely, 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 reports, gathering feedback from customers, observing performance and taking corrective action or rewarding employees as necessary. Performs formal staff 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.
• Ensures team members have the knowledge and skills needed to perform their jobs by providing regular 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, Worker’s Compensation, Fire, and MSDS; and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate the 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 executive staff, 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 and pricing decisions and taking corrective action where necessary.
• Manages branch inventory to ensure security, accuracy, and ability to meet customer product requirements as well as branch turn goals. Ensures cycle counting program is implemented per established procedures.
• Oversees product returns and warranty processing, balancing customer requests with company guidelines and procedures.
• Oversees warehouse and delivery operations, including receiving, labeling and put-away, and order fulfillment. Creates and monitors delivery schedules to ensure accurate, on-time delivery of products.
• 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 labor, supplies, freight, utilities, etc. to ensure overall branch profitability.
• Balances cash drawer daily and prepares daily bank deposit.
• Ensures executives are up-to-date and knowledgeable regarding branch operations by continually providing information and status reports.

BENEFITS -

• Paid Vacation / Holidays / Sick Leave
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Company paid Life Insurance
• Company paid Long-Term Disability Insurance
• Flexible Spending Account for Medical and Dependent Care
• Health Savings Account with generous company contribution
• Colonial Life Supplemental Policies
• 401(k) Plan with generous company match

Requirements

QUALIFICATIONS:

• High school diploma or GED; 4 to 6 years of Branch manager or at least 4 years as an assistant manager in the wholesale industry
• Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
• Ability to use PC-based spreadsheets and word processing programs (MS Word/Excel).
• General knowledge of inventory management principles and procedures, including procurement, storage, forecasting, and handling dead inventory.
• General knowledge of sales and marketing processes and techniques to drive sales.
• Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Worker’s Compensation, and Hazardous Materials Handling.
• Knowledge of human resource management principles, including recruiting and hiring, training and development, delegating, coaching, and evaluating employees.
• a professional appearance and demeanor, positive attitude, strong communication and customer relations skills are a must