Counter Sales Supervisor

Responsibilities

• Ensures smooth operation of the counter sales function within a branch location.
• Performs and oversees day-to-day sales activities for the branch, including coordinating the flow of orders and communications between the counter and the warehouse team.
• Coordinates with the Branch Manager to provide recommendations related to staffing, budget, and fulfillment of the branch’s financial objectives.
• Fosters a cohesive and productive team through collaboration, inclusion, and teamwork.
• Leads by example and models exceptional customer service.
• Develops good working relationships and rapport with customers.
• Ensures customers receive prompt, professional service both in person and over the phone by establishing standards, monitoring interaction quality, and enforcing standards.
• Works directly with customers, especially during busy times or with key customer accounts.
• Ensures proper communication between counter sales and warehouse teams that results in timely and accurate orders going to the warehouse for product picking, staging, and shipment.
• Conducts regular inventory counts of products on store shelves. Ensures shelves are replenished frequently.
• Communicates unexpected increases or decreases in product demand and inventory to management as applicable.
• Works in conjunction with Outside Sales to determine customer needs and implement sales programs/promotions.
• Ensures counter sales staff increase sales through add-on and suggestive selling techniques.
• Verifies counter sales staff follow established pricing structure and maintain appropriate records.
• Safeguards the cash and physical assets of the store.
• Maintains the highest standards in cleanliness and appearance of the showroom.
• Supports accounts receivable activities by following up as requested.
• Maintains department staff by conducting interviews in the hiring process and making recommendations; conducts and/or ensures the training of new employees and ongoing training of existing employees.
• Provides coaching, counseling, and disciplining for employees as necessary; participates in and delivers mid-year and annual performance reviews.
• Communicates messages and directives from branch leadership to counter sales team.
• Steps up to ensure smooth operations when management is away.
• Maintains comprehensive knowledge of HVAC/R fundamentals and product inventory in order to aid customers with product selection and/or troubleshooting.
• Cross-trained in warehouse duties, such as receiving, shipping, and picking, and assists with those responsibilities as needed.
• Supports Branch Manager in ensuring that customer complaints/disputes are resolved in a timely, professional manner.
• De-escalates customer complaints on behalf of counter sales team.
• Maintains a safe workplace by following and training subordinates to follow all security, safety, and maintenance protocols.
• Operates forklift and other warehouse equipment safely and competently.
• Operates a lift gate safely and effectively.
• Lifts, pushes, pulls, and maneuvers large/heavy products or pieces of equipment while working within established safety guidelines.
• Works with minimal supervision under stressful conditions.
• Leads teams based on company and departmental goals.
• Motivates positive behaviors amongst team members.
• Communicates information across different individuals, departments, and external parties in order to influence attitudes and actions.
• Plans, organizes, and directs the activities of subordinates.
• Proactively seeks opportunities for optimizing processes and provides recommendations.
• Solves problems: listens to, interprets, and meets needs of others; diagnoses and rectifies problems.
• Demonstrates considerable tact and diplomacy in dealing with others and maintains relationships.
• Has a polished and professional demeanor in person, online, and via phone.
• Follows written instructions, completes paperwork, and writes necessary documentation.
• While multilingual skills are valued, English proficiency (written and spoken) is a core requirement for this position due to the nature of the work, safety regulations, and to ensure accurate communication and comprehension.

Qualifications

• High school diploma or general education degree (G.E.D.).
• 3+ years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 1 year working in a lead or supervisory capacity in a wholesale/retail environment, preferably in HVAC/R or related industry.
• Experience operating forklift and other warehouse equipment safely and competently.
• Experience with OSHA and safety regulations and procedures.