STORE MANAGER- Pittsburgh
18 days ago
Pittsburgh
Job Description Summary of Position: This position is accountable for achieving sales volume and margin contribution goals in the assigned Store as well as maintaining and improving upon established customer service levels as defined by the Branch Store Operations Director and the General Manager of Distribution and Branch Store Operations. This is accomplished through the development and implementation of sales and marketing plans and strategies, identifying and studying customer needs, both present and future, tracking changes in technology and product offerings that could affect supply and demand, monitoring the competition and supervising and developing sales and sales support personnel. Also includes daily management of the store, including responsibility for store personnel, and interaction with other departments to insure corporate strategic direction is properly maintained. Dimensions: Annual Sales Volume: $2 million to $5 million Contribution to Overall Store Sales: >12% Employees Supervised: 2 to 6 Nature and Scope of Position: This position reports directly to the Branch Store Operations Director along with the other Store Managers and the Administrative Support position. Major Tasks and Leadership Methods Performed By This Position: Tasks • Maintains Store Staff, Services and Efficiency: Including assisting with recruiting, selecting, orienting and training of new Counter Sales Associates. Coaching and counseling Counter Sales Associates, planning and implementing systems and procedures that improve customer service, improving counter layout, equipment procurements, organizing and improving counter operations and procedures, controlling and distributing correspondence, assigning and monitoring counter sales functions, ensuring all company and department policies and procedures regarding order entry are followed., • Assures quality of customer service by anticipating problems, implementing corrective actions, creating policies and resolving customer complaints., • Maintains Professional and Technical Knowledge: Including attending educational workshops and training seminars, reviewing professional publications and keeping updated on new and existing products., • Maintains Phone Service: Including ensuring all calls are answered in a timely manner., • Designs and Implements Counter and Store procedures and Policies: Including establishing standards and procedures, measuring results against standards and making necessary changes and adjustments. Enforcing company and department policies to Store Associates., • Resolves Product or Service Problems: By Clarifying the customers complaint, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting correction or adjustment and following up to ensure customer satisfaction., • Recommends Potential Products or Services: Including collecting customer information and analyzing customer needs., • Receives and Processes Customer Orders: Including mail, faxes and phone orders ensuring accuracy and timely disposition, entering customer orders into computer, generating purchase orders and/or warehouse transfers as required, confirming correct pricing and delivery method, ensuring add-on charges are flagged for entry and following established order entry policies and procedures., • Verify Entered Customer and Product Data: Including reviewing, correcting, deleting or re-entering data, verifying shipping address and billing address information and verifying entered products and ordered amounts., • Keeps Customers Informed: Including confirming and clarifying orders noting shipping and back order delays., • Ensures Delivery: By routing orders to correct departments for filling, initiating purchase orders correctly and accurately and tracking delayed orders., • Helps Customers: By providing information, answering questions, obtaining merchandise requested by customers, receiving merchandise selected by customers and striving to meet all customer requirements and fill all customer requests for products and services., • Attracts Potential Customers: By answering product and service questions, suggesting information about other products and services., • Supports Other Associates and Departments as Needed: Including contributing to overall goals of RSC and department. Physical Activities/Capabilities Includes, sitting, standing, walking, lifting, pulling, pushing, carrying, reaching, bending, twisting, climbing (including ladders), squatting, and crouching. Person must be capable of handling the demands of travel and mobility within and outside the facility as required. Must be capable of communicating orally and in writing. Challenges in this Position: The greatest ongoing challenge for this position is consistently meeting and exceeding customer service levels and providing the highest possible level of customer service to all customers. Another challenging aspect of this position is the development, coaching and training of self and subordinates and adhering to the Leadership Methods. Decision Making Authority: Freedom to act within policy limits established by Branch Store Operations Director, General Manager-Distribution and Branch Store Operations and Refrigeration Sales Corporation. Freedom to identify, investigate and make necessary adjustments and changes to counter sales policies and procedures and report them to Cleveland Store Manager. Recommends counter layout changes and equipment needs. Recommends procedural and/or policy changes to improve inventory accuracy and customer service. Freedom to adjust pricing on products to ensure sales. Contacts Inside/Outside Organization: Internal: Frequent (up to daily) interaction with all Sales, Marketing, Customer Service, Purchasing and Distribution personnel to support customer service. External: Frequent (daily) interaction with customers both over the phone and face-to-face. Principle Accountabilities: • Produces leadership results in the following areas:, • Safety and Security, • Quality and Continuous Improvement, • Profit, Sales and Gross Margin, • Expense and Cost Control, • Customer Obsession and Service, • Inventory and Logistics, • Performance Management and Strategic Planning, • Employee Involvement and Teamwork, • Training and Organizational Development, • Communication and Information, • Assure the highest possible customer service levels at the counter and via phone and fax are achieved and improved upon., • Assure order accuracy and adherence to company procedures and policies., • Assure that management is kept apprised of ongoing activities and results., • Assure the continuous development of job knowledge., • Developing subordinates., • Measuring and achieving required performance objectives., • Assure continuous improvement of procedures and processes.