Branch Operations & Counter Sales Specialist

Job Description

Job Description

Position Summary

The Branch Operations & Counter Sales Specialist is responsible for supporting the daily operations of the branch while providing knowledgeable, responsive service to customers at the front counter, by phone, and through incoming orders.

This position plays an important role in keeping the branch organized and operating efficiently. Responsibilities include assisting customers, processing orders, receiving and stocking merchandise, maintaining inventory accuracy, coordinating order fulfillment, and supporting general warehouse and branch activities.

The ideal candidate is dependable, organized, customer-focused, and comfortable working in a fast-paced environment serving contractors, equipment operators, municipalities, and industrial customers.

Key Responsibilities

Front Counter & Customer Service

• Greet and assist walk-in customers in a professional and helpful manner.
• Assist customers with identifying and selecting appropriate products, parts, supplies, and equipment.
• Respond to customer questions regarding products, pricing, availability, and order status.
• Process counter sales, customer orders, returns, and related transactions accurately.
• Answer incoming phone calls and assist customers or direct inquiries to the appropriate team member.
• Prepare quotes and enter sales orders as needed.
• Follow up on open orders, backorders, and customer requests.
• Develop strong working relationships with customers and provide a high level of customer service.

Branch & Distribution Operations

• Receive incoming shipments and verify quantities and products against packing slips and purchase orders.
• Stock and organize incoming merchandise in designated warehouse and showroom locations.
• Pick, stage, and prepare customer orders for pickup or delivery.
• Assist with loading and unloading customer and vendor vehicles when necessary.
• Coordinate with sales, purchasing, warehouse, and delivery personnel to ensure orders are completed accurately and on time.
• Maintain an organized, clean, and professional counter, showroom, warehouse, and customer pickup area.
• Assist with shipping and receiving functions, including packaging and labeling outbound shipments.
• Monitor open orders and communicate potential issues or delays to appropriate personnel.

Inventory Management

• Maintain accurate inventory locations and product identification.
• Assist with cycle counts and physical inventory.
• Investigate inventory discrepancies and communicate issues to management.
• Help ensure products are properly labeled, stocked, and stored.
• Identify low-stock, frequently requested, or misplaced products and communicate inventory needs to the appropriate team members.
• Help maintain accurate documentation for received, transferred, returned, and damaged merchandise.

Product & Sales Support

• Develop working knowledge of the company's products and their applications.
• Assist customers with contractor supplies, construction products, heavy equipment parts and attachments, wear parts, tools, and related products.
• Work with vendors and internal personnel when additional product information is needed.
• Identify opportunities to recommend complementary products based on the customer's needs.
• Support outside sales personnel with customer orders, product availability, and branch-related requests.
• General Branch Responsibilities
• Help open, organize, and prepare the branch for daily business.
• Maintain professional appearance and organization throughout customer-facing areas.
• Follow company procedures related to sales transactions, inventory, receiving, safety, and material handling.
• Operate forklifts, pallet jacks, and other material-handling equipment when properly trained and authorized.
• Assist other branch employees during periods of high customer or warehouse activity.
• Perform additional branch, warehouse, and customer-service duties as needed.

Qualifications

• Prior experience in counter sales, customer service, distribution, warehouse operations, contractor supplies, construction equipment, industrial supplies, or a related environment preferred.
• Knowledge of heavy equipment, construction, contractor supplies, parts, tools, or industrial products is a plus.
• Strong customer-service and communication skills.
• Ability to learn product applications, part numbers, and inventory systems.
• Strong attention to detail and accuracy when processing orders and handling inventory.
• Comfortable using computers for order entry, inventory lookup, email, and related business systems.
• Ability to prioritize multiple customer and operational needs in a fast-paced branch environment.
• Dependable, punctual, and willing to take ownership of assigned responsibilities.
• Ability to work independently while also functioning effectively as part of a team.
• Forklift or material-handling experience is preferred, but training may be provided.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to bend, reach, climb, and perform general warehouse activities.
• Ability to safely lift and move products commonly handled in a contractor/heavy-equipment supply environment.
• Ability to work in both customer-facing retail/counter areas and warehouse environments.
• Ability to safely operate material-handling equipment when trained and authorized.
• What Success Looks Like

A successful person in this position:

• Provides customers with fast, friendly, and accurate service.
• Takes ownership of customer requests from start to finish.
• Keeps orders, inventory, and branch operations organized.
• Communicates proactively when an order or customer request needs attention.
• Learns the products and becomes a dependable resource for customers.
• Notices what needs to be done and takes initiative rather than waiting to be asked.
• Works collaboratively with sales, purchasing, warehouse, and management.
• Helps maintain a branch environment that is professional, efficient, safe, and customer-focused.