Position Description
We are currently seeking an Assistant Branch Manager to join our growing team!
The primary function of the Assistant Branch Manager (ABM) is to provide frontline leadership support to the branch team. They are responsible for the day-to-day management of the branch, overseeing the functions of telephones, counter and warehouse. The ABM works closely with the Branch Manager and local sellers, aggressively executes company strategies and initiatives and implements tactical plans to maximize sales and ensure the highest level of customer service. They will also act as a leader to resolve problems, remove barriers, make informed decisions and develop a high performing team that achieves maximum results. In partnership with Branch Manager and with a business ownership mindset, the Assistant Branch Manager manages and executes daily requirements of branch operations.
Job Duties and Responsibilities include the following:
Leadership
• Provides direct supervision, leadership and daily direction for a single or multi-site staff consisting of hourly employees.
• Works with the Branch Manager to develop, prioritize and communicate branch initiatives and objectives.
• Creates a team where employees are engaged, empowered, enthusiastic and committed to the success of the company.
• Creates an environment for open, continuous and proactive communication.
• In partnership with the Branch Manager, performs all employee related activities, including selecting, training, coaching and monitoring employees to ensure optimum performance.
• Writes and conducts performance review discussions to ensure that expectations/goals are set, monitored and executed.
• Supports the growth and development of Sales Team Leads by providing coaching on operational and employee issues.
• Makes sound business decisions to support the goals and objectives of the business.
• Takes measured risks while being mindful to balance return on investment, service, ethics and integrity.
Sales
• Maximizes all sales opportunities and ensures a high level of customer service through effective scheduling, training and focus on the Grainger Service Promise.
• Establishes excellent working relationships with local sellers, as well as with other internal partners, external customers and suppliers to identify needs and exceed customer expectations
• Follows up on sales leads and assists local sellers on complex customer calls to maximize all sales opportunities.
• Plays an active role in trade zone meetings with sellers to discuss customer service and sales growth plans.
• Is a customer advocate. May make sales calls to communicate the Grainger Value Advantage message.
• Supports corporate showroom initiatives by implementing merchandising plan-o-grams, hot buys, etc.
• Supports Inventory Solutions activities by partnering with AMs, Service Managers and other employees engaged in OSS work.
Operations & Customer Service
• Ensures achievement of all key operational measures in the areas of customer satisfaction, sales, inventory accuracy, safety, development, operational improvements, and cost to serve.
• Support Quality Assurance strategies – phone & counter service monitoring to ensure optimum performance. Develop action plan to address areas of improvement.
• Proactively utilizes data in BBX, BPW, staffing model and other metrics/reporting tools to analyze root cause and drive process improvement and operational excellence.
• Partners with Branch Manager to control assets, expenses and understand the budgeting process.
• Responds to and resolves escalated customer concerns and utilizes the opportunity to train and develop employees.
• Utilizes workforce planning and staffing model to resolve scheduling/staffing coverage issues.
• Provides guidance to the STLs to develop daily work plans with branch employees.
• Maintains open communication with Branch Manager to address any issues requiring additional management interaction/intervention. Escalates issues when appropriate.
• Builds a continuous improvement (CI) culture by promoting CI methodologies and supporting implementation of projects. Encourages all employees to look for improvement opportunities.
• Manages inventory to provide the best availability in the industry.
• Supports company initiatives and projects. May be a “process owner” for a district or region initiative. Actively participates in district level team activities.
• Acts as last line of back up for counter or phone service when customer volume dictates
• Other duties and responsibilities as assigned.
Position Requirements
Preferred Education and Experience include:
• Bachelor’s degree or equivalent experience preferred.
• 2-3 years of supervisory or management experience in a customer service or sales environment.
• Passion for customer service, sales and people development, with the ability to energize others.
• Ability to assess the strengths and development areas of others; assemble, empower and inspire the right talent to drive results.
• Strong change management and influence skills with the ability to negotiate and communicate at several levels of the organization.
• Good relationship building skills; ability to interpret customer requirements, identify needs and resolve issues in a positive manner.
• Ability to adapt to shifting demands and competing priorities from customers and internal partners to consistently meet deadlines.
• Ability to work independently and make quick and effective business decisions using established policies and procedures as a guide.
• Demonstrated competence in the use of computers and software applications.
• Able to operate power equipment as needed.
• Must pass a pre-employment drug screen and background check.
Position Attributes
Grainger is an equal opportunity employer.
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