Counter Manager

About Shepherd Electric SupplySince 1892, Shepherd Electric Supply has been the first call when complex, time-critical electrical challenges need to be solved, and reliability truly matters. We move materials accurately and on time, so contractors stay on schedule, projects stay on track, and customers never have to wonder if we will come through.Our success comes from people who take pride in doing things the right way — safely, accurately, and with care for teammates and customers alike. If you want to do work that matters at a company that notices, this is the place.Why This Role MattersThe Counter Manager at the Frederick Branch is the connective tissue between what Shepherd promises and what customers experience every single day. This is not a behind-the-desk role. You are on the floor, alongside your team, making sure the counter runs with precision, urgency, and the kind of service that earns repeat business.Frederick is a fast-moving branch serving contractors, facility managers, and project teams who can’t afford mistakes and don’t have time to wait. The person in this role sets the standard for how that customer walks out the door — with the right product, a solid answer, and confidence that Shepherd is their first call next time.You are also building a team. That means coaching counter reps, holding the bar on accuracy and responsiveness, and creating an environment where people take ownership instead of waiting to be directed. The counter’s performance is your reputation — and every transaction is a chance to earn it or lose it.How This Role Connects to Our CompassWe Keep Our Promises:When you commit to a customer — on availability, pricing, or turnaround — it happens. Your team doesn’t guess; they confirm. Dropped handoffs and missed follow-throughs are not acceptable on your counter. You own the standard, and you enforce it.We Stay Hungry:You are always looking for a smarter way to run the counter. Whether that’s improving how quotes flow, reducing wait time, or helping your team get sharper on product knowledge — you bring curiosity to the work every day and expect the same from your people.We Grow Together:You collaborate with your branch teammates, support purchasing when stock questions arise, and communicate clearly with inside sales and warehouse when customer needs across lines. You build a team that covers for each other – not one that competes.We Own It:When something goes wrong at the counter — a quote error, a missed order, a customer complaint — you own it. You don’t look for someone to blame; you fix the problem and close the loop with the customer. Accountability lives here.We Go Above & Beyond:Your counter is remembered not for the transactions it completes, but for how it made customers feel. You anticipate needs before they’re asked, catch errors before they leave the building, and make sure every interaction reflects the best version of Shepherd.Key OutcomesOrganized by what matters, not just what you do.Counter Leadership & Daily OperationsOwn the daily rhythm of the Frederick counter — opening readiness, staffing coverage, pace, and customer flow throughout the daySet and hold accuracy and responsiveness standards across the counter team on every shiftResolve real-time escalations — complex customer requests, order errors, or product issues — quickly and with ownershipCoordinate with warehouse, purchasing, and inside sales when customer needs require cross-functional responseEnsure the counter environment is organized, fully stocked, and professional at all timesTeam Development & CoachingRecruit, onboard, and develop counter sales representatives against Shepherd’s Compass values, not just technical skillCoach your team through direct, consistent feedback — not documentation for its own sake, but conversations that build capabilityIdentify and close product knowledge gaps proactively; don’t wait for a customer complaint to signal the training needBuild a team that holds itself to a standard when you’re not standing next to themEscalate performance or conduct concerns to Branch Management promptly and without delayCustomer Experience & Sales ExcellenceEnsure every customer — walk-in or call-in — is greeted with urgency, served with accuracy, and leaves with confidence in ShepherdMonitor quote accuracy and follow-through so that nothing falls through between inquiry and closeBuild and maintain relationships with key customers, contractors, and facility managers who depend on the Frederick counterIdentify upsell and cross-sell opportunities that serve the customer’s real need — not just the transaction in front of youRepresent Shepherd’s brand in every interaction — appearance, language, and conduct includedInventory Awareness & Counter AccuracyMaintain working awareness of stock levels for high-velocity counter items; flag shortfalls before they become customer problemsEnsure counter transactions are processed accurately in Eclipse — right product, right quantity, right accountSurface recurring product gaps, pricing discrepancies, or system errors to Branch Management as signals, not one-off complaintsParticipate in cycle counts and inventory accuracy efforts as neededPerformance Reporting & Continuous ImprovementReview counter KPIs regularly — transaction volume, quote accuracy, customer returns, response time — and use the data to coach and improveUse error tracking tools (UET) to identify patterns and address root causes, not just close ticketsBring ideas and observations from the counter floor into branch conversations about how Shepherd can serve Frederick customers betterWhat Success Looks LikeAfter 90 days, you and your Branch Manager should both be able to point to these markers:Customers are greeted with urgency and leave with the right product, accurate information, and a positive experience every timeQuote and order accuracy is high — rework, returns, and counter errors are rare and decliningYour counter team operates with ownership — they know the standard and hold it without being managed by the hourYou know the Frederick customer base — by name, by need, and by relationshipThe Branch Manager trusts that the counter runs correctly and professionally when they’re not watchingAt least one meaningful improvement to counter operations, team capability, or customer experience has been identified and put in motionWho Thrives HereThis role is a strong fit if:You lead from the floor, not from behind a desk — your presence raises the standard, and your team feels itYou take ownership of outcomes, not just activities — when something goes wrong, you fix it and close the loopYou develop people by building their capability, not by covering their gapsYou know how to balance urgency with accuracy — fast doesn’t mean sloppy on your watchYou communicate directly — with customers, with your team, and with branch leadershipYou are curious about the electrical industry and keep learning, because your customers expect you to know more than they doYou care whether the customer walks out satisfied — not just whether the transaction was completedYou build teams that hold themselves to a standard, because that’s the only kind of team that scalesQualifications & RequirementsHigh school diploma or equivalent required; associate’s or bachelor’s degree preferred3–5 years of experience in electrical distribution, wholesale, or a related industry; counter experience strongly preferred1–3 years of team leadership or supervisory experience, with demonstrated ability to coach and develop peopleStrong working knowledge of electrical products across multiple product linesProficiency with Eclipse or comparable distribution ERP system preferredDemonstrated ability to build and maintain customer relationships in a high-volume counter environmentStrong attention to detail and commitment to accuracy — you catch errors before they leave the buildingBilingual (Spanish) proficiency is a plusPhysical ability to stand, walk, bend, lift items up to 50 lbs., and operate in an active counter environmentDependable attendance and a team-first mindsetAbility to successfully complete pre-employment screening requirementsWork Shift and Hours: Monday - Friday, 6:30am - 3:30pm, in officeCompensation Details: The expected base salary for this position is starting at $65,000 annually depending on experience. This position is also commission eligible - based on specific and relevant business metrics.Why should you join Shepherd Electrical Supply?At Shepherd Electric Supply, excellence in service, pricing, and products has been our mission since 1892. As the oldest wholesale electrical distributor in the Baltimore/Washington area, we take pride in our exceptional customer service and extensive inventory.We have a rich history of partnering with industry leaders like Siemens and Eaton, and our commitment to quality and innovation has made us a trusted name in the industry. Join our team and be a part of our legacy!Apply now and find out what’s next for you.Equal Opportunity Employer/Vet/DisabledNot the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest! #J-18808-Ljbffr