THIS POSITION WILL BE A WORKING LEAD - BRANCH OPERATIONS REQUIRED TO ALSO FABRICATE PRODUCTS, TALK TO CUSTOMERS AND RUN A SOLO OFFICE TO START OUT. YOU WOULD BE THE ONLY PERSON IN THE OFFICE/SHOP ON A REGULAR BASIS FOR THE FIRST FEW MONTHS.
Position Purpose:
To support and drive the daily operations of a branch location by providing exceptional customer service, coordinating workflow, supporting fabrication and fulfillment activities, maintaining inventory accuracy, and ensuring efficient branch execution. The Branch Operations Lead serves as the primary operational resource within a growing location and helps establish the processes, standards, and habits necessary for long-term success.
Goals of Position:
- Ensure efficient and effective daily branch operations
- Deliver outstanding customer service and support
- Maintain inventory accuracy and operational readiness
- Support safety, quality, and process compliance
- Improve workflow efficiency and branch performance
- Support branch growth and future operational leadership development
Responsibilities:
- Serve as the primary point of contact for customer service, counter sales, inside sales, quotations, order entry, product identification, and order follow-up while building strong customer relationships.
- Perform and support fabrication of rubber products, hose assemblies, gaskets, belting, and related industrial products while maintaining quality and safety standards.
- Coordinate daily workflow, order prioritization, customer pickups, deliveries, shipping, receiving, and fulfillment activities to meet customer expectations.
- Maintain inventory accuracy through receiving, stocking, cycle counts, inventory monitoring, and communication of stock needs or shortages.
- Communicate effectively with customers, vendors, outside sales representatives, and internal team members to support branch operations and resolve issues.
- Inspect completed work to ensure accuracy, quality, and compliance with company standards before reaching the customer.
- Maintain a clean, organized, safe, and customer-ready branch environment while following company policies and operational procedures.
- Identify operational challenges, take ownership of problem resolution, and support process improvements that enhance efficiency, service, and branch performance.
- Support the development of operational processes, best practices, and future growth initiatives as the branch expands.
- Perform other duties as assigned.
Major Challenges:
- Balancing customer service responsibilities with operational demands
- Managing multiple priorities in a fast-paced branch environment
- Maintaining inventory accuracy and workflow efficiency
- Ensuring quality and timely completion of fabrication and fulfillment activities
- Building operational consistency and discipline in a growing location
- Solving customer and operational issues with limited resources
Skills and Qualifications:
- Strong customer service, communication, and relationship-building skills
- Mechanical aptitude and comfort working with tools, measurements, and shop equipment
- Ability to manage multiple priorities and adapt to changing demands
- Strong organizational, problem-solving, and decision-making skills
- Knowledge of industrial distribution, fabrication, warehouse operations, or related industries preferred
- Ability to work independently while supporting team objectives
- Intermediate computer proficiency including order entry, MS Office, email, inventory systems, and quoting software
- Strong attention to detail and commitment to quality and safety
Authority:
Act Alone:
· Address routine customer service, order, and operational issues
· Prioritize daily workflow and branch activities
· Coordinate order fulfillment, customer pickups, and shipping activities
· Maintain branch organization, housekeeping, and inventory support activities
· Resolve day-to-day operational challenges within established guidelines
Touch Base with Supervisor:
· Discuss inventory shortages, purchasing needs, or workflow concerns
· Review customer issues requiring escalation
· Discuss operational improvements and branch performance opportunities
· Coordinate branch priorities and resource needs
· Communicate significant operational or customer concerns
Need Approval from Supervisor:
· Approve major pricing exceptions or customer concessions
· Authorize significant inventory purchases or expenditures
· Implement major process or operational changes
· Make hiring, disciplinary, or termination decisions
· Commit company resources outside established authority levels
Evaluated Quarterly On:
- Work Product & Productivity
- Dependability & Attitude
- Cooperation, Communication & Initiative
- Customer Service & Responsiveness
- Problem Solving, Trust & Leadership
- Quality, Safety & Compliance
Education and Experience:
- Required: High School Diploma or equivalent
- 3–5 years of experience in industrial distribution, fabrication, warehouse operations, customer service, inside sales, or related fields preferred
- Mechanical aptitude and hands-on operational experience strongly preferred
- Previous leadership experience helpful but not required
- Experience with rubber products, hose, gasket, belting, or related industrial products preferred
Certificates/Licenses/Registrations:
- Driver’s License with an insurable driving record
- Forklift certification preferred or ability to obtain certification
Physical Demands:
- Must be able to stand and walk for extended periods
- Frequently required to bend, reach, lift, carry, and handle materials
- Must be able to safely operate shop equipment and tools
- Regularly required to lift up to 50 pounds
- Heavier materials may require mechanical assistance or team lifting
- Must be able to communicate effectively in English with customers and team members
Work Environment:
- Combination of shop, warehouse, and office environments
- Moderate to high noise levels
- Exposure to industrial products, fabrication equipment, and warehouse activities
- Fast-paced customer service and operational environment
Growth Path:
This position is designed as a developmental role for future operational leadership. As the branch grows, the Branch Operations Lead may assume increased responsibility for staffing, scheduling, purchasing, production flow, safety, training, inventory management, and overall branch performance. In a larger, more established location, this role is expected to develop into an Operations Manager position.