Description

RESPONSIBILITIES:

The Resource Center Assistant Manager is responsible for working with the Resource Center Manager to maximize the sales and operational success within his/her assigned location, including but not limited to: meeting/exceeding sales and operational goals and objectives, building and maintaining strong customer relationships, proactively managing inventory and leading, training and developing the Resource Center team in a manner consistent with Tropic Supply’s core values.

Under the guidance and direction of the Resource Center Manager and Area Manager, a summary of responsibilities is outlined below:

COMMUNICATION:

• Exemplifying and championing the company’s core values.
• Clearly communicating company standards and expectations to team members - holding team members accountable.
• Communicating Resource Center’s challenges and successes to Manager and Area manager. Offering effective solutions to address areas of opportunity and ensuring timely resolution thereof.
• Fostering an environment of trust and two-way communication with customers and team members.

GENERAL OPERATIONS:

• Identifying challenges and opportunities within location and ensures timely resolution thereof.
• Ensuring Resource Center Showroom and Warehouse is operating efficiently, effectively and consistent with Tropic Supply’s operational standards.
• Acts as “Lead Counter Resource” to support Counter Sales Team.
• Ensuring Resource Center Showroom and Warehouse is maintained pursuant to company standards.
• Ensuring accurate equipment/parts are billed and delivered to customers.
• Demonstrating accountability for loss prevention in all areas of risk management, physical security and cash controls.
• In partnership with RC Manager, monitoring reports & identifying both expected and unexpected missed opportunities, offering recommendation(s) for future solutions.
• Ensuring the successful execution of all marketing and training plans/initiatives as directed by corporate marketing department and Area manager.
• Managing customer warranty claims and credit returns in a timely fashion and in accordance with Company policy.
• Effectively managing labor and overtime costs.
• Ensuring the RC Team is proactively identifying individual customer needs and offering appropriate products, programs and solutions in a consultative manner

INVENTORY:

• Ensuring Resource Center is adhering to company standards with respect to inventory management; ensuring cycle counts are being conducted per company policy.
• Proactively and effectively manages product availability, appropriate product mix, etc., via consistent contact with Purchasing Team.
• Ensuring inventory/orders are being pulled in an efficient and effective manner utilizing appropriate tools and equipment.
• Ensuring the maintenance and presentation of all inventory and displays are in compliance with company standards and expectations.

CUSTOMER SERVICE:

• Developing and maintaining strong relationships with external customers.
• Providing a high level of customer service to both internal and external customers.
• Ensuring Resource Center (RC) team is effectively & efficiently assisting customers via the telephone & in person as needed & in accordance with customer service standards.
• Ensuring RC team is delivering timely and accurate information to customers.
• Ensuring customers are assisted in loading products/material into their vehicles when necessary.
• Ensuring RC team members are providing highest level of customer service; and takes ownership of any and all customer service issues/opportunities as needed.

RESOURCE CENTER TEAM:

• Leading team by example and has an active role with all team members.
• Appropriately partnering and taking timely action on team member performance issues.
• Assisting in the selection, on-boarding, training and development of team members.
• Managing all team members objectively and consistently.

SAFETY:

• Ensuring all warehouse equipment (including a forklift, hand truck, and pallet jack) is operated safely and in compliance with company policy.
• Ensuring Resource Center and Warehouse is operating in compliance with all OSHA, DOT and/or other regulatory agency standards, including but not limited to: drivers, warehouse team, and warehouse operations.
• Notifying RC Manager of any and all safety concerns; incidents and/or accidents in a timely manner.

Qualifications

CORE VALUES:

All Resource Center Managers and Tropic Supply team members are expected and required to demonstrate behavior and actions consistent with the Company’s core values at all times, including but not limited to:

• Consistently providing resourceful and reliable solutions.
• Managing relationships, not transactions.
• Is accountable for their actions.
• Maintaining a positive attitude.
• Operating at all times with integrity.
• Treating people (internal and external customers) with respect and humility.

Requirements:

• Minimum of -5 years of experience in comparable/equivalent position and industry.
• Ability to develop and maintain relationships with customers and provide a high level of customer service.
• Must be proficient in the use of computers and have ability to learn our parts management software.
• Must possess good communication skills and ability to professionally interact with a wide variety of customers both over the telephone and in person.
• Must possess a good work ethic and be able to work well with other team members.
• Must be able to lift and handle items weighing up to 75 pounds on a routine basis. At times may be required to assist in Warehouse pulling inventory for customers.
• Must be able to operate all tools and equipment in a safe manner; including but not limited to: pallet jack, forklift, basaloid and hand truck, reporting safety issues immediately.
• Must possess the analytical and cognitive abilities required to accurately enter data into Company operating system, perform product and equipment research, and enter sales orders into the system and follow-up on customer orders.
• Must be able to accurately attend to details and handle multiple tasks simultaneously.
• Most possess above average communication skills both verbal and written.
• Must be able to work with minimum amount of supervision under stressful conditions.

Physical Environment / Working Conditions:The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.Physical: While performing the duties of this job, the employee is required to stand, walk and sit on a tile/concrete floor and/or stool for the majority of the workday (approximately 45 hours per week). The employee is regularly required to stand, reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; operate a forklift, pallet jack, hand truck and regularly lift up to 75 pounds.

• Special vision requirements are near vision; distance vision; peripheral vision.
• Work is performed with telephone equipment, computers, fax, printer and scanners.
• Warehouse is not conditioned space and can be warm or cool depending on the season.

Tropic Supply, Inc. is an equal opportunity employer, drug free workplace who pays 100% of the employee’s health insurance and life insurance. We also offer our employees short term/long term disability policies, dental/vision plans, a matching 401(k) plan and other benefits.