Customer Service & Support Jobs in Ann Arbor, MI (Now Hiring) — 643 open — Page 31

Overview

Johnstone Supply, North America's leading wholesale distributor of HVACR equipment, parts, and supplies, has a great opportunity to join our team. Over the last seven decades, Johnstone has grown into a multi-billion-dollar industry leader with over 470 distributor branches and 6 distribution centers throughout North America. We work with some of the largest companies in the world, including Daikin/Goodman, Bosch, Copeland, Honeywell, Johnson Controls, and Fujitsu, to provide contractors with world-class products, technical expertise, and quality service.

Now is the best time to join Johnstone Supply. Relationship-building is the key to our success, and it shows in everything we do. The Power of Johnstone is everyone who works with us. Our customers, our partners, and our people. Johnstone is growing, and so can you.

 

Responsibilities

The Branch Manager directs, promotes, and coordinates branch operations in such a manner that will provide outstanding customer service, optimize branch market share, ensure operational productivity, and achieve the branch’s overall annual budget, mission, and goals. Duties and responsibilities include financial performance, monitoring of operational budgets, inventory management, capital expenditures, staffing, transportation, quality and productivity standards attainment, customer service and communication, safety, regulatory affairs, facility organization, training, administration, and security of the facility. The Branch Manager cultivates and maintains a business culture that is seen by our customers as friendly, proactive, helpful, and exceeding expectations. May mentor, train, and support other Branch Managers if assigned.

 

Managing Customer Experience:

• 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 during busy times or with key customer accounts.
• Develops relationships and rapport with customers to establish win-win partnerships.
• Works in conjunction with Outside Sales staff to determine customer needs, develop sales programs and promotions, and implement established programs. Provides information regarding customer buying habits/needs to Outside Sales on a regular basis.
• 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.
• Resolves customer complaints and disputes in a timely, professional manner that balances customer requests with business needs.

 

Managing the Branch Team:

• Fosters a cohesive and productive team through collaboration, inclusion, and teamwork.
• Establishes, communicates, and models performance expectations for all team members. Ensures expectations are met by monitoring reports, gathering feedback from customers, observing performance, and taking corrective action or rewarding employees as appropriate. Conducts formal mid-year and annual performance reviews and provides informal coaching throughout the year.
• 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.
• Ensures team members have the knowledge and skills needed to perform their jobs by providing regular training. Provides learning opportunities to develop employees for promotion.
• Maintains department staff by interviewing and hiring qualified candidates within established processes and guidelines.
• Ensures adequate staffing levels to meet business needs by establishing work schedules, approving vacation, and cross-training employees to fill in when needed.
• Ensures the safety of the workforce by clearly communicating and supporting the company’s safety programs and specific safety initiatives to all levels of personnel and management; observes and coaches employees in complying with safety rules; removes safety obstacles; complies with all governmental regulations including OSHA, Worker’s Compensation, Fire, and MSDS; and ensures all equipment is maintained and operated in a safe manner, including the training and certification of employees designated to operate equipment.
• Ensures compliance at the branch level with all company employment policies and applicable state and federal employment laws.
• May mentor, train, and support other Branch Managers if assigned.

 

Managing the Business:

• Establishes, in conjunction with leadership, sales and profitability goals for the branch. Owns the P&L (Profit & Loss) for the branch. Develops and implements operating plans and budgets to meet goals. Regularly monitors performance against goals and takes corrective action where necessary.
• Ensures product pricing meets profitability targets by reviewing costs, pricing decisions, and taking corrective action where necessary.
• Manages branch inventory to ensure security, accuracy, and ability to meet customer product requirements. Ensures cycle counting program is implemented per established procedures.
• Oversees product returns and warranty processing, balancing customer requests with company guidelines and procedures.
• May oversee warehouse and delivery operations, including receiving, labeling, put-away, and order fulfillment. Creates and monitors delivery schedules to ensure accurate, on-time delivery of product.
• 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.
• Controls branch operational costs, including labor, supplies, freight, utilities, etc. to ensure overall branch profitability.
• Balances cash drawer daily and prepares daily bank deposit.
• Ensures leadership is up-to-date regarding branch operations by continually providing status reports.
• May represent Johnstone Supply at trade associations, events, and local meetings.
• Performs all other duties as assigned.

 

Johnstone Supply believes that each employee’s contribution should not be limited by the assigned responsibilities. Therefore, it is our expectation that each employee will adhere to our company values and offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience:

• Required:
• • High school diploma or general education degree (G.E.D.); 5+ years related experience and/or training; or equivalent combination of education and experience.
  • Minimum of 1 year directly managing a large team of employees in a wholesale operations setting.
  • Experience operating forklift and other warehouse equipment safely and competently.
• Experience with inventory management systems.
• • Experience with OSHA safety regulations and procedures.
• Preferred:
  • Bachelor’s degree preferred.
  • Experience managing inventory control.
  • Knowledge of HVAC wholesale industry, principles, and practices.

 

Certificates, Licenses, and Registrations:

• Must have a valid driver’s license with a driving record indicating a safe driving history acceptable to the company; must remain eligible at all times to drive a motor vehicle under applicable state and federal laws and FMCSA regulations.
• Forklift certification required, or willingness to obtain on the job.

 

Job Knowledge, Skills, and Abilities:

• Knowledge of wholesale distribution branch operations, including order fulfillment, inventory control, customer service, showroom merchandising, shipping and receiving, and sales.
• General knowledge of the HVACR industry, contractor customer needs, and product applications.
• General knowledge of inventory management systems and principles, including procurement, storage, forecasting, and handling dead inventory.
• Knowledge of marketing and showroom merchandising techniques to drive sales.
• Knowledge of financial operations, including profit and loss, costs of operation, return on investment, and budgets.
• Ability to read and demonstrate basic mathematical and financial analytical skills. Ability to use common spreadsheet tools (Microsoft Excel, pivot tables, charting) and interpret financial reports.
• Knowledge of governmental regulations as applied to product distribution, including OSHA regulations, Workers’ Compensation, Hazardous Materials Handling, and DOT requirements.
• Ability to work safely in all job tasks.
• Skill in operation of power equipment, including forklift, electric pallet jack, and cherry picker.
• Ability to operate a lift gate safely and effectively.
• Must be able to lift, push, pull, and maneuver large/heavy products or pieces of equipment while working within established safety guidelines.
• Ability to efficiently utilize necessary technology to complete tasks, such as RF equipment, ERP software, and company computers.
• Ability to thrive in an ambiguous environment under stressful conditions.
• Ability to develop and implement operational plans.
• Ability to lead teams based on company and departmental goals. Capable of motivating positive behaviors amongst team members.
• Ability to communicate information across different individuals, departments, and external parties in order to influence attitudes and actions.
• Knowledge of human resource management principles, including hiring, training and orienting, coaching, and evaluating employees, as well as providing discipline when necessary.
• Ability to plan, organize, and direct the activities of subordinates.
• Strong ability to multitask; skilled at prioritizing work, managing time, and working efficiently. Strict attention to detail, highly organized, and works with a sense of urgency.
• Project management skills: establishing objectives, timelines, and deadlines; action planning to meet deadlines; evaluating current and future positions.
• Proactively seeks opportunities for optimizing processes and systems.
• Problem-solving skills: listening to, interpreting, and meeting needs of others; diagnosing and rectifying problems.
• Ability to get along with others in the workplace and resolve issues by working cooperatively and professionally; strong customer service skills.
• Ability to demonstrate considerable tact and diplomacy in dealing with others and maintain relationships.
• Ability to maintain confidentiality of information as appropriate.
• Ability to develop efficient work procedures, complete paperwork, and write necessary documentation, including procedure manuals, reports, business correspondence, and marketing pieces.
• 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.

Physical Demand

While performing the duties of this job, the employee is required to sit, stand, and walk on a concrete floor for much of the workday. The employee is regularly required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee is frequently required to lift and carry and/or move up to 50 pounds and required to lift more weight with mechanical assistance or the assistance of team members. For driving duties (if applicable), employee is required to sit for long periods of time and can experience bouncing and vibration. The individual is frequently required to talk or hear. Special vision requirements are near vision, distance vision, peripheral vision, and color vision.

Company Values

We’re also interested in hiring a great candidate that holds these values so we can further build a strong company culture:

 

• 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.

 

Benefit Overview

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 medical, dental, vision coverage, and options for supplemental care. We provide the resources you need to take charge of your well-being, including:

 

• Competitive Paid Time Off (PTO)
• Safe Harbor 401(k) – 100% employer match up to 5% of base pay and immediate vesting
• Holiday pay – we recognize and pay our employees for 7.5 holidays per year
• Paid Parental Bonding Time
• Employer subsidized medical, dental, and vision plans
• Employer paid life insurance and short-term disability
• Voluntary long-term disability, accident, critical illness, and hospital indemnity insurance
• 24/7 Access to virtual care/telehealth options
• Health Savings Account (HSA) with employer contribution; Flexible spending accounts (FSA)
• Wellbeing program with opportunity to earn reduced medical costs
• Employee Assistance Program (EAP) for you, and your family
• Tuition reimbursement
• Employee referral bonus program
• Employee service milestone recognition program

 

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.

 

EOE & E-Verify Participating Employer.

 

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