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)

- Advantages

- 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

📌 Branch Manager (Hanover)
🏢 Culligan
📍 Hanover