Branch Manager I

Now is the best time to join Johnstone Supply. As a member of the Branch Manager is to direct, promote and coordinate branch operations in such a manner that will provide outstanding customer service, optimize branch market share and profitability, ensure operational productivity standards are met or exceeded, and achieve the branch’s overall annual budget, mission and goals. Key to the achievement of the above it is critical to create and maintain a business culture that is seen by our customers as friendly, proactive, helpful and exceeding expectations in the performance of our customer service.  Our customers are professional certified Technicians and Contractors who come to Johnstone for our product selection, expertise, and quality service. Johnstone is growing, and so can you.

 Position responsibilities:

 Manages the Customer Experience 

1. 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 peak business periods, or with key customer accounts.
2. Works in conjunction with Outside Account Managers 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 Account Managers on a regular basis.  Performs outside sales calls, as necessary.
3. Develops relationships and rapport with customers to establish win-win partnerships.   Strives to know names of principals of all customers.
4. Maintains the highest standards in cleanliness and appearance of the showroom, warehouse and exterior of the facility.  Ensures showroom merchandising and appearance contribute to sales goals.
5. Resolves customer complaints and disputes in a time, professional manner that balances customer requests with business needs.

Manages the Branch Team

6. Establishes, communicates and models performance expectations of all branch team members.  Ensures expectations are met by monitoring various business application reports, gathering feedback from customers, observing performance and taking corrective action or rewarding employees as necessary.  Ensures all employees receive formal performance reviews on an annual basis, as well as informal coaching throughout the year.
7. 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.
8. Participates in the hiring and recruiting process to identify qualified candidates within established processes and guidelines.
9. Ensures team members have the knowledge and skills needed to perform their jobs by providing regular technical and operational training.  Provides learning opportunities to develop employees for promotion opportunities.
10. Ensures adequate staffing levels to meet business needs by establishing working schedules, approving vacation and cross-training employees to fill in when needed.
11. 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, Workers’ Compensation, Fire, and MSDA;  and ensuring all equipment is maintained and operated in a safe manner including the training and certifications of employees designated to operate equipment.
12. Ensures compliance at the branch level with all company employment policies, and applicable state and federal employment laws.

Manages the Business

13. Establishes, in conjunction with their immediate supervisor, the 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.
14. Ensures product pricing meets profitability targets by reviewing costs, pricing decisions and taking corrective action where necessary.
15. Manages branch inventory to ensure security, accuracy, ability to meet customer product requirements as well as branch “inventory turns” goals.  Ensures cycle counting program is being conducted according to plan and standard operating procedures in order to maintain inventory accuracy.
16. Ensures product returns and warranty processing is being done promptly and to standard operating procedures, balancing customer requests with company guidelines and procedures.
17. Oversees warehouse and delivery operations, including receiving, labeling and put-away and order fulfillment.  Ensures delivery schedules are created and monitored that will ensure accurate, on-time delivery of product.
18. 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.
19. Controls branch operational costs, including staffing levels, supplies, freight, utilities, etc. to ensure overall branch profitability, by monitoring headcount to budget and company financial reports every month.
20. Ensure company sales receipts are balanced and processed daily in accordance with the company’s established cash handling policy.
21. Ensures their immediate supervisor is up-to-date and knowledgeable regarding branch operations by continually providing information and status reports.
22. Monitors accounts receivable function to ensure receivables are paid according to policy and agreements with customers.  Provides guidance and makes over-ride decisions on customer credit limits.
23. Performs special projects as needed and other duties as assigned.

  Position requirements:

• High School diploma or GED; five or more years’ experience in branch operations management in a wholesale environment; or equivalent combination of education and experience.  College business degree preferred.
• The position requires frequent sitting, standing, and walking throughout the facility. Occasional physical activities may include climbing, balancing, stooping, kneeling, crouching, or crawling. The role may also involve sensory tasks such as tasting or smelling. Must be able to lift and carry items weighing up to 70 pounds as needed.
• Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
• Ability to provide consistent, quality customer service.
• Knowledge of financial operations (i.e., profit and loss, costs of operations, return on investment, budgets).   Ability to read and interpret financial reports.
• Ability to use PC-based spreadsheets and word processing programs (MS Word/Excel).
• Knowledge of showroom merchandizing techniques to drive sales.
• 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.
• General knowledge of the HVACR industry, contractor customer needs and product applications.
• Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Workers’ Compensation, Hazardous Materials Handling.

 Johnstone Supply is strongly interested in hiring a great candidate that exhibits work behaviors & values that are conducive to building and maintaining a strong and effective company culture. These behaviors include: 

• Safety: Always prioritizes safety, both at work and at home, while ensuring those who work for you work safely.
• Customer Focused: Take the perspective of those we serve, anticipate their needs, and responding quickly.
• One Team: We win together by collaborating with each other, focusing on the common goal, and leveraging the strengths of the team.
• Own It: Take the initiative, act with a sense of urgency and pride, do things right the first time, and always act with integrity.
• Innovate: Embrace and create change that drives continuous improvement and customer-valued solutions.

At Johnstone Supply, we recognize that our employees’ growth, well-being, and success drives the company’s success. We offer a competitive wage, in addition to health and wellness benefits including customizable plans for medical, dental, vision coverage, and options for alternative care. We provide the resources you need to take charge of your well-being, including:

• Paid Time Off (PTO) – 3 weeks of PTO for individual contributors and 4 weeks for leaders
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediately vests
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Employer subsidized medical, dental, and vision plans.
• Employer paid life insurance and long-term disability
• Voluntary short-term disability, accident and critical illness insurance
• 24/7 Access to virtual care/telehealth options, and Parental Time Off
• Flexible spending accounts (FSA)
• $100 wellness reward for completing annual health check-up
• Employee Assistance Program (EAP) for you, and your family
• Coverage for chiropractic, acupuncture, and message therapy services
• Tuition reimbursement, up to $5,250 per year
• Employee referral bonus program – earn up to $4,000 per year
• Employee service milestone recognition program
• Employee discounts on products & retail discounts
• Variety of incentive plans for employees
• Bi-weekly pay days on every other Friday
• Opportunity to apply for the John M Shank Memorial Scholarship Fund, available to both Johnstone employees and children of employees

 We understand that our employees are the cornerstone of our success. Our commitment to continuous improvement & investment in our people is only matched by our commitment to superior customer experience.

Johnstone Supply is North America’s leading wholesale distributor of HVACR equipment, parts, and supplies. Over the last seven decades Johnstone has grown into the industry leader with over 450 distributor branches and 6 distribution centers throughout North America resulting in over $4 billion in annual sales. We work with some of the largest companies in the world, including Daikin/Goodman, Honeywell, Emerson, Johnson Controls, Google, and Fujitsu, to provide contractors with world class products, technical expertise, and quality service.

 EOE & E-Verify Participating Employer.